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Client Services Engineer

Apply Share Job ID 758 Category Information Technology Job Location Redwood City, California Posted Date 01/19/2018

Overview:

POSITION SUMMARY:
This position requires both technical and analytical skills, with an emphasis on troubleshooting. Primary duties of the Client Service Engineer II include researching advanced technology trends in area(s) of expertise; identifying emerging trends and initiating research projects for team members; designing innovative solutions using new technologies; recommending short-term alternatives when appropriate; creating prototypes and leading initial development and testing through to production; defining enterprise-wide scoped SLAs to ensure requirements are met or exceeded; escalating problems as required based on SLAs; developing client satisfaction and capacity planning metrics; coordinating assessment of emerging technologies typically as the lead subject matter expert; evaluating and recommending new projects or tools for the organization.

RESPONSIBILITIES / DUTIES:

· Create and maintain baseline "Golden Image" for OS deployments
· Work with device manufacturers on driver and other vendor provided software solutions for optimum device performance
· Maintain proper inventory levels for all device types
· Responsible for intermediate troubleshooting of System Center Software Center and Desktop/Client problems.
· Responsible for intermediate troubleshooting of Desktop/Client configuration changes and Active Directory support.
· Responsible for intermediate Application Management using industry standard deployment tools. (SCCM), monitoring and health reporting.
· Responsible for working with team members to maintain and document new and update old SOPs for Service Desk.
· Responsible for identifying technical obstacles early and work to find solutions
· Provide KPI data to management on device usage, patch deployment, and other areas.
· Respond to requests for technical assistance and escalations via phone, video conferencing, electronically, and in person
· Research questions using available information resources
· Identify and escalate situations requiring urgent attention
· Manage conference room technology standards
· Creating and updating IT solutions and procedures documentation
· Stay current with system information, status, and updates
· Performs other activities and duties as deemed necessary


QUALIFICATIONS

· The successful candidate will have 3+ years of experience managing Windows desktops and developing images and software packages utilizing Microsoft SCCM and (JSS Experience a plus)
· Candidates must possess strong troubleshooting skills and communication skills Experience, 3+ years, ITIL foundations certification preferred.
· Experience working in a mid- to large-scale environment with at least 1,000 workstations is required.
· Experience with Microsoft SCCM 2012 required or 2016 (Optional)
· Complete understanding of the interaction with desktop clients and services such as Windows Active Directory architecture, authentication, Group Policies, DHCP, and DNS.
· Must be knowledgeable in operating system deployment tools such as System Center, Microsoft MDT, Sysprep, and Remote Installation Services.
· PowerShell, Visual Basic or other scripting skills preferred.
· Microsoft, A+, Network+ certifications/training or equivalent experience required
· Experience installing, configuring, troubleshooting and supporting Windows applications. Knowledge of Microsoft Office applications is required, including Outlook, Word, Excel, PowerPoint and Visio/Project.
· Candidate must be experienced supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc.
· Understanding of TCP/IP networks and Ethernet technology as it applies to end user connections. Ability to troubleshoot network connectivity issues for both wired and wireless network connections. Experience supporting remote connections, VPN, firewalls, and routers.
· Experience with networking and collaboration technology solutions such as projectors, presentation workstations, printers, copiers, scanners, and Fax machines.
· Demonstrated ability to troubleshoot complex technical issues.
· Experience and understanding of special needs in a regulated healthcare environment including operating according to Standard Operating Procedures (SOPs) is a plus.
· The ability to follow written guidelines and adhere to Standard Operating Procedures is critical, as is the ability to clearly document actions taken.
· Experience with SCCM infrastructure, application / operating systems deployment via Software Center and advance troubleshooting
· Demonstrated ability to support both technical and non-technical customers.
· Strong communicator with ability to maintain open communication with internal employees, managers and customers.
· Self-directed, work independently, detailed oriented, organized and have excellent follow-up skills.
· Able to work under pressure, multi-tasking and prioritizing multiple Workstreams while updating customers, management and team.


TRAVEL, PHYSICAL DEMANDS AND WORK ENVIRONMENT:
· Standing or sitting for long periods of time may be necessary
· Some lifting (greater than 25 pounds) may be necessary; Facilities, Materials and Engineering employees occasionally must lift at least 50-75 pounds.

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Want to make a difference in your career in the personalized healthcare space? Are you ambitious and eager to win for yourself while helping others? If so, we are looking for you to contribute as a Client Service Engineer with Genomic Health. This role requires both technical and analytical skills, with an emphasis on troubleshooting within our Bio-Tech/Life Science company with the sole interest to help those impacted by cancer.
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!