IT Desktop Support Engineer (Backfill) – Amazon Store
Remote, USAFull-timePosted 2025-11-03
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IT Desktop Support Engineer (Backfill) – Sky Systems, Miami, Florida (Backfill Support – on need)
Job Purpose: The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Ensure tickets are updated on time and adhere to required SLA
Handling different PC operating systems (Windows 7, 10)
Handling end users' incidents and IMAC requests using Service NOW ticketing tool
Performing Hardware/Software installation (understanding of deployment tools like SCCM)
End-user support Break fix & Service Requests
Desktop/ Laptop/Network Printers Management
Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
Image Deployment using SCCM & Auto Pilot
VDI technologies Citrix Xendesktop, Azure cloud PC
Laptop AV/endpoint security Management for Mcafee, Cortex XDR
User Data Management (OneDrive, Office 365)
Refresh of old asset from windows 7 to windows 10
MTR Video conference support for meeting room and events
Vendor coordination for hardware/spare replacement
Incident Management, service Request management, asset Management
Support Queue Management to avoid SLA misses
Ability to work independently and in a team environment
Ability to communicate well with internal and external contacts
Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams
Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database
Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, Android devices
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, elevate to vendors per Help Desk escalation processes
Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe
Responsible for successful deployment and upgrades of laptops & workstations