Desktop Engineer (Mac OS X) (North Contract) (SU) - Part-Time

Key Responsibilities:

The Desktop Engineer responsibilities include:

• As a single point of contact for incident resolution, coordinating with another resolver group to ensure the reported incident are resolved/escalating as required.
• Performed Desktop Support services to users.
• This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
• Performs remote troubleshooting and resolution to address various endpoint related issues
• Perform technical escalation to onsite team if unable to resolve remotely
• Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
• Updates Incident records
• Creates and updates work instructions (where necessary)
• Document standards and procedures (where necessary)
• Develop and maintain automation scripts using Python, PowerShell, and other scripting languages.
• Implement automation solutions to improve operational efficiency.
• Coding and Development:
• Utilize skills in Python, ZSH-C, HTML, Terraform, YAML, Flask framework, and TensorFlow NLP for various IT projects.
• Contribute to the development and maintenance of IT applications and tools.

Technical Skills:

• Proficient in Python coding and automation scripting.
• Knowledge of ZSH-C code basics and HTML.
• Experience with Terraform, YAML, and PowerShell.
• Familiarity with Flask framework and TensorFlow NLP.
• Strong understanding of ITIL practices and ServiceNow platform.

Qualifications:

• To provide VIP support with track record of VIP support minimum more than 3 years of support experience, 3-years’ experience providing desktop support in MAC OS X environment
• Bachelor’s degree in computer science, Information Technology, or a related field.
• Certifications in ITIL, ServiceNow, or relevant technical fields.
• Experience with other automation tools and frameworks.
• Familiarity with additional programming languages and IT support tools.
• Proven experience with Windows and MacBook troubleshooting and support.
• Hands-on experience with Zoom Meeting Rooms and ITIL ServiceNow.