Windows Engineer

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Windows Engineer
New York, NY
Role Description:
The Senior Support Analyst
is responsible for resolving incoming requests for technical assistance on standard commercial and proprietary applications via telephone, e-mail and/or chat. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. The ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the role. The ability to act as a leader by example, provide direction to junior staff, and work in a close knit team environment are all essential qualities of the role.
Primary Responsibilities and Duties:
Act as a guardian of the production environment, ensuring all changes to production systems have been tested and approved
Provide comprehensive technical support services across all technologies
Champion change, outage and incident, and problem tracking/management
Work closely with Project Managers and Infrastructure Managers to ensure all newly introduced technologies are implemented in a stable, supportable state
Take all steps to troubleshooting issues (tracking, resolution, & escalations)
Mentormembers of the team to adopt superior customer service best practices and unsurpassed troubleshooting skills
Diagnose technology problems over the telephone determining the source of the problem.
Prioritize requests for technical assistance.
Provide remote support for end-users.
Administer e-mail accounts
Administer AD accounts
Third Party Account Management
Imaging workstation & laptops using standard technology
Carrying out daily, weekly and monthly Backup procedures
Drive process and procedure creation, adoption, and maintenance to ensure the team is working optimally to provide the best service to out clients
Work closely with vendors to resolve outstanding issues for our desktop, application, and production systems
Deliver projects as requested and assigned
Create support documentation for applications and processes
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