Hybrid End User Endpoint Support Engineer

at KeyBank

• Job title: End User Endpoint Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $61,000 - $94,000 per year
• Degree requirement: Associate's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, Brooklyn, United States

About the role

• End User Endpoint Support Engineer testing and supporting client end point devices at KeyCorp. Providing high-level service and technical support at corporate and retail locations.

Responsibilities

• Support Key’s computer platforms at corporate campus and retail locations.
• Provide high-level customer service to Key's internal client base.
• Effectively communicate with end users.
• Setup, maintain, and troubleshoot printer-related tickets using ServiceNow.
• Complete work on assigned tickets within SLA.
• Utilize industry-standard concepts, practices, and procedures.
• Follow documented and established guidelines to perform job functions.
• Communicate using excellent grammar and listening skills.
• Collaborate with team members and produce clear documentation.
• Learn new procedures and adapt to changes.
• Accept direction and embrace mentorship and training opportunities.
• Schedule, coordinate, and facilitate tactical meetings with team members, peers, and vendors.
• Resolve issues for LOB partners and understand their technology needs.
• Participate in rotational on-call duties during weekends and weeknights.

Requirements

• 2+ years of technical support experience in a computer support environment.
• Associate’s degree in computer science and/or business, or equivalent work experience.
• Ability to work within a customer-oriented, positive team environment.
• Strong interpersonal, oral, and written communication skills for interactions with both technical and non-technical staff.
• Experience providing support on single projects and initiatives within scope, budget, and timeline.
• Ability to track corporate IT assets throughout their lifecycle.
• Experience installing and supporting print applications for remote users.
• Proficiency in provisioning applications using Microsoft System Center Configuration Manager (SCCM).
• Skills in testing and supporting printer operating systems.
• Experience testing future products for LOB support (printers, desktops, laptops, monitors, and peripherals).
• Ability to configure, troubleshoot, and repair supported hardware.
• Experience opening tickets to track work performed for line of business partners within ServiceNow.
• Skills in installing, configuring, and supporting printers in both retail and corporate locations.
• Ability to lift up to 50 lbs.

Benefits

• Training will be provided when appropriate