The Onboarding Support Engineer ensures that the client's new hire employees remain productive by providing onboarding support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience.

They will act as the “face of IT” for the client and offer a personalized experience to the client's new hire employees.

They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user’s IT support experience. To build a quality end-user experience, the Onboarding Support Engineer partners with client's onboarding team, HR teams, shipping and logistics teams and their vendors daily.

Primary responsibilities:

· End-user facing expertise in providing new hire support for shipping hardware, hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps.

· Knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications

· Responds to end-user product related questions for all supported hardware, software and applications

· Understands and maintains/outperforms service levels established

· Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues

· Understands working on ServiceNow ticketing tool.

Additional Knowledge & Skills:

· Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported

· A+ and Network+ certifications would be preferred but not mandatory.

· Basic knowledge of networking, AirWatch, SCCM and Cisco routers and switches

· The ability to multi-task and handle ever changing priorities

· Willingness to learn new skills and work outside of your comfort zone with the end-user community

· Ability to manage individual tasks that may require cross departmental communication and collaboration

Minimum Requirements:

· 1+ years in a customer facing deskside support/end user computing role

· Bachelor's degree in management information systems or information technology or equivalent experience required

· Must have excellent communication skills, positive attitude and be engaging with end-users

· Experience with MAC, Microsoft® OS and Microsoft Office® applications

· Experience with problem solving in a support-oriented environment

· Exceptional soft skills and troubleshooting skills

. Team player, good communicator, self-directed work style and ability to multi-task