Senior Hardware Support Engineer

On-Demand Group - Minneapolis, MN

Full-time - Mid Level

Hybrid - Minneapolis, MN

About the position

The Senior Hardware Support Engineer will work closely with hardware suppliers and internal technology teams to establish and maintain standard PC device configurations. This role focuses on providing frontline technical support to resolve hardware and software issues for end users, emphasizing exceptional customer service. The engineer will leverage expertise in modern client computing trends, particularly in Windows OEM hardware, iOS devices, and M365 applications, while utilizing IT service management tools like ServiceNow to efficiently track and resolve technical issues.

Responsibilities

• Collaborate with hardware suppliers and partners to configure and maintain standard device configurations.
• Resolve hardware and software problems for end users both on-site and remotely using phone, chat, and remote access tools.
• Adhere to established standards, policies, and procedures.
• Handle assigned incidents and requests within designated service levels.
• Use internal resources and ServiceNow to record progress.
• Provide quantifiable and effective customer support through ServiceNow.
• Showcase excellent customer service abilities.
• Pinpoint deficiencies and record them in ServiceNow to aid in enhancing processes and tasks.
• Address technical issues and record them in ServiceNow to avoid future occurrences.
• Collaborate effectively with various technology and business teams and individuals.

Requirements

• Skilled in selecting and maintaining technical hardware configuration standards based on pre-established business requirements.
• Well-versed in current client computing trends in the hardware industry.
• Proficient in configuring client hardware, installing hardware, and managing software distribution.
• Capability to follow instructions while working in a team-oriented setting.
• Expertise in M365 Stack, Windows OEM Hardware (Intune/Autopilot), Apple Hardware (iOS focJAMF), A+, IT Support Certification, AV and Meeting Room Technology (Teams), and ServiceNow ITSM.
• Ability to lift 30 pounds.

Nice-to-haves

• Windows OEM Hardware, and Apple, with current heavy emphasis on Dell and iOS devices.
• M365 Applications including Microsoft Teams.
• AV and Meeting Room Technology
• Knowledge of ServiceNow ITSM
• A+ or IT Support Certification