DEPARTMENT: IT Infrastructure and Operations
JOB TITLE: Endpoint Solutions Engineer
JOB CODE: ENPSE
REPORTS TO: Manager IT Infrastructure and Operations
FLSA STATUS: Non-Exempt
JOB PURPOSE:
This role at Arbitration Forums is as unique as it is rewarding because of the AF IPAAL Values (Integrity, Passion, Accountability, Achievement, Leadership) and TRI Model (Trust, Respect, Inclusion).
As part of the IT Infrastructure and Operations team, the Endpoint Solutions Engineer will work closely with all business units to identify, build, design, develop and support solutions that enable and enhance the end user’s experience with computer solutions. They will work to balance various aspects of project design and implementation with daily support for users in the enterprise.
The Endpoint Solutions Engineer is responsible for researching advanced technology regarding best practices in the field and seeks to find cost-effective solutions. They analyze current technologies used within the company, develop, and implement steps and processes to advance and improve their effective use. They provide detailed specifications for proposed solutions including time and scope involved.
The Endpoint Solutions Engineer will partner with other systems experts in creating practical designs where collaborative solutions are required. Engineers provide hands on support and maintenance for the end user devices, including troubleshooting software and hardware repair.
DEPARTMENTAL EXPECTATION OF EMPLOYEE
- Adheres to AF Policy and Procedures and the AF IPAAL Values and TRI Model
- Acts as a role model within and outside AF.
- Perform duties as workload necessitates.
- Maintains a positive and respectful attitude.
- Communicate regularly with the departmental leader about department issues.
- Demonstrates flexible and efficient time management and ability to prioritize workload.
- Consistently reports to work on time, prepared to perform duties of the position.
- Meets Department productivity standards.
- Be viewed as approachable and as a mentor to people regarding endpoint workstation matters
- Continual improvement of technical skills and knowledge of best practices and new developments
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Design, build, configure and deploy new company endpoint technology to employees.
- Analyzes, tests, and modifies new device management and endpoint technologies prior to rollout to determine functionality and identify any issues that may be encountered.
- Discover, recommend and/or implement the solutions.
- Develop and advise on cost and reimbursement strategies.
- Perform hands-on fixes at the device level, including installing and upgrading software, installing and upgrading hardware, and configuring systems and applications.
- Monitor/follow-up with users to ensure problems have been adequately resolved
- Partner with Systems Experts to address new/unresolved issues including follow-up to learn resolution and determine if this can be supported at Tier 1 level moving forward.
- Administration of user accounts on AF Systems such as; Active Directory, Exchange, DUO, WebEx, VMware Horizon View, Avigilon Access Control Center, WorkspaceOne, XDR, etc.
- Provide IT training to Tier 1 in support of the solutions that are designed and deployed for end users.
- Assist in development and dissemination of help sheets, usage guides, and FAQ lists for end users
- Take escalations of Tier 1 requests. Maintain IT asset inventory; add and remove items, reassign, estimate replacement costs and make recommendations
- Act as primary IT contact for all executive staff on endpoint related issues.
- Attend training to broaden knowledge of current and future Endpoint issues and technologies.
QUALIFICATIONS
Required Qualifications
- Minimum of 5 years equivalent work experience
- Exceptional knowledge of computer hardware, including desktops, laptops, and printers
- Proficient with desktop and server operating systems including Windows and Mac
- Exceptional Application support experience with multiple browsers including Edge, Chrome, and Firefox
- Extensive support experience with VPN, Wireless Networks, VMWare, and general networking concepts.
- Experience deploying and managing endpoints utilizing WorkspaceOne/Airwatch or Microsoft Intune.
- Strong Working knowledge of Microsoft, Adobe, WebEx, Antivirus technologies
- Working knowledge of various diagnostic utilities
- Application installation & hardware phone troubleshooting experience
- WebEx application presentation & software experience a plus
- Knowledge and experience of customer service practices
Preferred Qualifications
- College diploma or university degree in the field of computer science, information sciences, a plus
- Industry-Related Certification(s) (A+, Network+, MTA, MCTS) a plus
Core Competencies and Skills
- Endpoint device management- maintains compliance baselines and monitors health metrics both windows and Mac OS
- Operating system expertise- OS imaging remote deployment and updates. Troubleshoots kernel-level driver, Bios and hardware-software issues.
- Application deployment and packaging- using Microsoft Intune or other vendor, builds packages and deploys.
- Automation and scripting- creates powershell/bash scripts to automate onboarding, patching and configuration tasks
- Hardware diagnostics and laptop repair knowledge- diagnoses failures using vendor tools, patches software updates, performs root-cause analysis.
- Customer-centric problem solving- resolves escalated endpoint issues
- Collaboration with helpdesk and operations- creates documentation, mentors others and resolves
- Adaptability in fast-changing environments- quickly learns new tools, OS updates and deployment technologies, manages shifting priorities.
- Time management and prioritization- ability to handle multiple deployment, tasks, incidents and change request simultaneously. Meets SLA’s consistently in high-volume environments.
WORK AUTHORIZATION
Applicants must be authorized to work in the United States for any employer. Arbitration Forums, Inc., does not provide employment visa sponsorship (including, but not limited to, H-1B) for this position, now or in the future.
AMERICANS WITH DISABILITY SPECIFICATIONS
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to sit and work at a computer for extended periods; use hands to finger, handle, or feel; and communicate frequently by telephone, video conference, and in writing. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus for prolonged screen work.
WORK ENVIRONMENT
While Arbitration Forums is a predominantly remote organization, this is a hybrid role. As such, it requires the ability to work onsite for team planning sessions, meetings, company events or other business needs. To meet the hybrid requirement, it also requires a reliable high-speed internet access and a dedicated workspace for remote work.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
