Sr. Engineer, EUC (Information Technology)
If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available and apply online.
Job Summary
As a senior member of the User Experience team, the Sr. System Engineer will work directly with clients to provide outstanding customer service for all End User Services, solve IT challenges, and identify and manage collaboration opportunities with all departments to ensure timely communication and resolution of issues. As a senior resource on the team, the role will provide oversight of other team members and may be required to visit our remote locations to service site-specific needs.Job Description
Key Accountabilities
- Log, manage, research, troubleshoot, reply to, and document support incidents, providing functional support to enterprise users, and following standard processes and guidelines to ensure that tasks are completed consistently and efficiently.
- Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and ITSM/ticketing application with speed, accuracy, proficiency and professionalism.
- Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail-oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
- Support department and remote locations by installing servers, networking equipment, and fulfilling site-specific technology needs.
- Document activities and resolutions in ITSM/ticketing application and provide support to junior/new team members.
- Monitor ITSM/ticketing application and email for notification and internal assistance requests.
- Complete research, training, and on the job training to resolve incidents in a timely and efficient manner. Contribute technical solutions to the IT Knowledge Base.
- Lead in supporting IT requirements for events such as large conference/departmental meetings, company town halls, meeting experience, and security considerations.
- Participate in projects and initiatives as invited by leadership, providing site-specific knowledge to aid in consideration set
- 5-7 years of hardware or software support experience in a large enterprise, desired
- Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices
- Intermediate to advanced knowledge of a scripting language, like Powershell.
- Knowledge of Microsoft Windows 10, Office 2016, mobile devices, imaging tools, software distribution tools (SCCM)
- Advanced knowledge of Microsoft Windows 10 to Server 2012 R2
- Experience working with IP networking and networking protocols
- Experience supporting end user workstations
- Strong Analytical, troubleshooting and problem solving skills
- Experience gained through college degree programs and/or certifications is applicable to above skills
Key Metrics
- Ticket volumes
- Response/resolution times
- Customer satisfaction
- Site technology availability/reliability
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Job Family
Information TechnologyCompany
Vistra Corporate Services CompanyLocations
Irving, TexasTexasWe are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!
If you currently work for Vistra or its subsidiaries, please apply via the internal career site.
It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.
