Accelya Services India Private Limited
Senior Engineer - End User Support (Enterprise End-User Services)
Senior end-user support engineer at Accelya in Miami (hybrid): images laptops, manages user accounts, troubleshoots hardware/software/network issues, and delivers ITIL-based desktop, VIP, and AV-conferencing support. Core stack: Microsoft 365, Active Directory, SCCM/Intune, JAMF, ServiceNow, and PowerShell.
- Compensation
- Not disclosed
- Location
- Miami, United States
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 4+ years
- Category
- It support
- Posted
Skills
Must have
- 4-6 years of end user support experience in a cross-cultural, multi-national, large complex network environment
- Good knowledge of Microsoft M365 and Active Directory technologies
- Expertise supporting end user computing hardware and software (laptops, desktops, mobiles, tablets, printers, MS Office, remote access, video conferencing, VDI)
- Experience in an end-user desktop support or computer operations role
- Experience with Windows OS, Microsoft Office O365 and M365 products
- Patch management and printer/peripheral device troubleshooting experience
- Experience documenting, tracking and monitoring incidents in IT Service Management ticketing systems
- Deep expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, mobility, IMACs, and device backup/restore
- Experience with Active Directory, SCCM/ManageEngine, Intune MDM, TCP/IP, DNS, DHCP, JAMF, VPN, and security tools like SentinelOne and TrendMicro
- Experience with the full end user device lifecycle: provisioning, monitoring, remote managing, re-imaging, de-provisioning, retiring
- Ability to independently manage workload and resolve executive issues and requests
- Experience following security and confidentiality policies and guidelines
- Excellent communication, interpersonal and analytical skills
- System administration experience in an enterprise environment supporting end-to-end technology services
- Experience supporting audio video conferencing technology and live meeting streaming
Nice to have
- ITIL certification
- Expert use of ServiceNow AI, Microsoft Copilot and Claude/ChatGPT for AI-powered IT service desk automation and self-service IT support
- Proficiency with generative AI (Claude, ChatGPT, Copilot) for technical design documents, architecture decisions and knowledge management
- Understanding of AIOps and AI-powered automation transforming enterprise IT operations
- Experience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts
Full description
For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.
Location: Miami, FL
Scheme: Hybrid
What will you do?
- Laptop Imaging -Install and configure computer hardware, operating systems and applications.
- Monitor and maintain computer systems and networks.
- Set up new users' accounts and profiles and deal with password issues.
- Provide support and convey resolutions to customer issues following ITIL process.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Track, route and redirect problems to correct resources.
- Delivery of IT services and VIP support functions to ensure optimal service.
- Ensure systems, procedures, and methodologies support outstanding service delivery.
- IT communications regarding IT activities and maintenance.
- Technical troubleshooting and issue remediation for end user systems and technologies.
- Support and deliver end user service enhancements and design and drive change implementations.
- Work with Service Desk, Enterprise Applications, Security and other teams to identify and resolve escalations and outages.
- Assess and identify solutions for advanced customer inquiries and seek to optimize IT Service Delivery processes.
- Provide consultation and support to business users regarding IT Service operations.
- Work with Business/IT/users to research solutions for existing service improvements or any new service launch.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers' expectations.
- Ensure proper documentation and help create KB documents for common problems.
- Recommended procedure modifications or improvements were necessary.
- Preserve and grow your knowledge of IT support procedures, products and services.
What do you need to know?
- At least 4-6 years of experience in a cross-cultural, multi-national environment performing end user support duties in a large complex network environment including good knowledge of Microsoft M365 and AD technologies.
- Expertise in supporting End User Computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, VDI etc.