TripAdvisor, the world’s largest travel site, is looking for a talented Desktop Support Engineer for a key role on the IT Support team.

The IT Support team’s responsibility is to provide gold standard end-user support and maintenance to internal employees. Support is provided both in-person and remotely and includes the support of laptop computers, mobile devices, printers, IP telephones, audio/video equipment, video conferencing systems, the administration of our self-service portals, Exchange email and calendaring, access control for Windows and Windows file servers, and our Asterisk-based IP telephony system.

Being a team lead role you will be responsible for situational awareness of the customer support environment on a daily basis over a global theatre. You will lead by example by providing experience and support to the team and direct them as required. You will lead project teams responsible for a number of goals across the IT spectrum, identify areas for improvement and make an active input into the project roadmap and overall global strategy.

Description

• Provide premier customer service focusing on the end-user at all times.
• Be responsive to ticketed customer service requests, as well as business needs.
• Manage projects alongside customer tickets and prioritise effectively.
• Work with Microsoft SCCM and/or JAMF Casper Suite to manage the estate
• Experience reporting with Microsoft SCCM and utilizing SSRS
• Utilize PowerShell to automate common tasks
• Knowledge of and experience with Python, Powershell and/or Bash scripting is a plus
• Knowledge of and experience with reporting and automated ticket flow within Atlassian’s Jira Ticketing System is a plus
• Support at an expert level Windows 10 OS
• Support Linux at a basic level
• Support Mac OS X, iPads, and mobile phones including iPhones and Android phones.
• Configure and deploy Windows 10 and Mac OS X through imaging technologies including SCCM, gPXE Boot, disk sector cloning and CloneZilla.
• Support enterprise level video conferencing including Cisco and cloud based technologies
• Support Exchange email for various mail clients including MS Outlook for Windows and OS X, Microsoft Outlook Web App, Mac Mail, and Thunderbird.
• Configure and support network printers for OS X and Windows.
• Support end-user’s VPN and two-factor authentication configuration.
• Maintain our end-user self-service portals, updating them on a regular basis and pointing out areas for improvement.
• Consistently update the ticketing system, ensuring proper documentation of all work effort
• Create KB articles for any work that the Desktop Team is not familiar with
• Be capable of working individually and as part of a team.
• Proactively address new and emerging problems.
• Citrix Platform Administration is a plus.

What will make you successful?

• An inquisitiveness to dig into a problem and truly understand why issues are arising. 
• Must be able to work on multiple projects/priorities in a deadline-driven environment.
• Must be able to remain calm in pressure situations and adapt quickly to change.
• Proactively address new and emerging problems.
• Desire to go above and beyond at all times to serve our customers
• Lead or participate in a variety of cross-functional teams to proactively address support issues.
• Key contributor to the operational effectiveness of the endpoint infrastructure, architecture, and deployment

Education/Experience

• 5-8 years of experience working in Windows PC Support or an equivalent occupation
• 5 years support of Macs and Apple products
• 1-2 years in desktop engineering role and/or a tech lead role within a desktop support team

Bachelor of Science, Computer Science or equivalent degree. Computer Industry certifications on Endpoint device management 

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