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Deskside Tech End User - 62477193 - JF

Job Code: 62477193
Job Location: Arden Hills, MN
Category: Software Engineering
Last Updated: 06/20/2018
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Job Description:
Provide phone, email and chat support to remote users.
• Technical aptitude enabling root cause identification and permanent issue resolution.
• Troubleshooting of iOS operating system, its upgrades
• Troubleshooting of wireless and wired networks including use of VPN end user token distribution and administration.
• Use of tools like MDM AirWatch console to manage user’s mobile devices
• Document reported issues and activities in IT Service Management tool (Remedy)
• Use, Flag, Fix and Add Knowledge Articles within Knowledge Management system
• Collaborate with cross functional teams for escalated application issues.
• Contribute and moderate the sharing of issues and resolutions in forums such as MS Teams, Yammer, SharePoint
• Setup of home/wireless printers on laptops and iPads.
• Advocate for customers by owning issues through resolution.
• Supplementary resource for HW configuration and repair.
• 5+ years + experience in supporting Sales related applications on iPad, iPhone and laptops and other mobile devices.
• 2+ years of phone support for remote user, with or without remote control capability
• Thorough knowledge of iOS operating system, its upgrades and related troubleshooting.
• Moderate knowledge of Android operating system, its upgrades and related troubleshooting.
• Knowledge to troubleshoot VPN issues related to Pulse secure, VPN on demand, Pulse client etc. on iPad and Laptops.
• Experienced troubleshooting of wireless and wired networks. Hands on experience on tools like MDM AirWatch console to manage user’s mobile devices.
• Ability to fix basic iPad and iPhone hardware issues on call itself and make the judgment of referring the others for Local/Apple support.
• Hands on experience on IT Service management tool like Remedy 8.1 or 9.
• Comfortable in assisting users on phone calls, emails and chats.
• Ability to work in extended hours if required (1st and 2nd shift availability).
• Experience with hardware repair of Laptops (HP & Lenovo) and iPads (standard and Air) preferred.
For more information about this position, please contact the Entegee New Hope, MN office at 763-577-9000 or
Please reference job # 62477193JF
Equal Opportunity Employer


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Entegee is an equal opportunity employer. Entegee considers applicants for all positions without discrimination on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, or any other legally protected status. No question in the website is used for the purpose of limiting or excluding any applicant's consideration for employment on any basis prohibited by local, state, or federal law.

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