Secure Remote Access Engineer role supporting enterprise remote access solutions within Booz Allen's Application Delivery Networking team. Implementing Zero Trust principles for secure remote access.
About the role
- Service Desk and Onsite Engineer providing 1st and 2nd level support for Canon customers. Resolving technical issues and ensuring effective communication via phone, email, and chat.
Responsibilities
- Provide 1st and 2nd level technical support to customers, both remotely and onsite (including phone, email and live chat)
- Log all interactions and tickets in ServiceNow with accurate categorisation and clear documentation
- Take full ownership of tickets, ensuring timely updates, proactive communication and resolution in line with CBS procedures
- Diagnose and resolve hardware, software and application issues
- Respond promptly to support tickets and log incidents and service requests in the relevant ITSM tool
- Escalate complex issues to 3rd level support teams or external vendors when appropriate
- Perform administrative tasks including Active Directory, O365/Exchange, application deployment and SOE updates
- Adhere to CBS Service Desk processes, SLAs, escalation pathways and ticket quality standards
- Support continuous improvement by updating documentation, sharing insights and contributing to process enhancements
Requirements
- 1+ year experience in a Service Desk or similar IT support role
- 3+ years’ experience in a customer support environment
- Strong technical aptitude across Microsoft technologies as Windows 10/11, Office 365, Exchange troubleshooting, Azure fundamentals
- Hardware support in CPUs, RAM, motherboards, monitors, peripherals, printer setup and troubleshooting
- Networking fundamentals, mobile device support, basic storage media troubleshooting, Intune endpoint management
- Exposure to ChromeOS support and Google Admin Console (highly desired)
Benefits
- Bonus Leave including Birthday leave, Canon Day leave, Kyosei Day
- Training and development opportunities to help you bring your goals to life
- Wellbeing benefits, including everything from discounted health insurance to flu vaccines to confidential counselling
- Canon products offered at discounted rates
- Education assistance to support the cost of any external training that gives you new skills for your job
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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