Job description

Job Summary: The IT Site Support Engineer is responsible for providing technical support and operational oversight of end-user computing, infrastructure, and site IT services at the Tucson location. This role ensures seamless IT operations, hardware/software management, and collaboration with global teams and vendors to deliver high-quality technical support. The ideal candidate must have very good English-speaking skills and be hands-on to assist the server team when required. Key Responsibilities: End-User & Desktop Support: • Provide onsite and remote IT support for desktops, laptops, mobile devices, iPads, printers, and other peripherals. • Manage IMAC (Install, Move, Add, Change) services for hardware and software, ensuring efficient deployment and configuration. • Offer Break/Fix support, troubleshooting, and resolving issues related to hardware, software, networks, and applications. • Deliver remote support for users working from different locations, ensuring minimal downtime. • Work with users to file complaints and escalate lost or damaged device issues as needed. • Work with support team to set up the Local printer • Help users in EMEA region remotely Device Provisioning & Asset Management: • Manage device provisioning and de-provisioning, ensuring proper setup, configuration, imaging, and decommissioning. • Maintain and update the IT asset inventory for desktops, laptops, printers, and network devices at the site. • Coordinate with local vendors to get quotes for new devices and work with procurement teams to release purchase orders. • Follow standard processes for purchasing, maintenance, and disposal of IT assets. Infrastructure & Network Support: • Provide technical support for local IT infrastructure, including servers, LAN switches, and corporate mobile devices. • Coordinate with network teams to resolve connectivity issues and ensure business continuity. • Work with vendors and internal teams to upgrade legacy hardware • Assist the server team hands-on for any hardware-related support needed. • Provide technical support for video conferencing systems • Work closely with vendors to ensure smooth operation and maintenance of video conferencing tools(Microsoft teams room) • Support voice solutions, including desk phones, softphones, and VoIP systems, ensuring seamless communication. Service Desk & Vendor Coordination: • Work with offshore and service desk teams to ensure timely resolution of IT requests and incidents. • Create and manage support tickets with vendors like HP, Microsoft, and other third-party service providers when required. • Ensure proper documentation and escalation of issues through appropriate IT support channels. • Continuously review and improve IT processes, standards, and service delivery. Role Expectations & Required Skills: • Very good English-speaking skills to communicate effectively with global teams and stakeholders. If possible, Spanish. • Excellent customer service skills and ability to communicate technical issues in non-technical terms. • Strong troubleshooting and problem-solving skills with L2 expertise. • Ability to handle service requests and issue resolution in a fast-paced environment. • Strong documentation skills and ability to maintain IT asset records. • Familiarity with vendor management, procurement, and contract handling. • Ability to analyze and solve complex desktop issues, ensuring system stability and minimal downtime.

Requirements