End User Support

Location: US-Illinois-Lombard
Department: NOC Level 1 Support (4650)

Description

About Us

Global Eagle is a leading provider of satellite-based broadband connectivity, television and entertainment services, content and data analytics to aviation, maritime, enterprise and government markets. Global Eagle offers a fully integrated portfolio of rich media content and high-speed connectivity solutions for airlines, private jets, cruise lines, commercial ships, super-yachts, ferries, enterprise, government and military installations worldwide with proprietary performance-enhancing technologies and exclusive access to premium media. With 1,500 employees on six continents and leading global satellite and ground networks, the company delivers exceptional service and concierge support to its customers.

Find out more at www.globaleagle.com.

Role Summary

The End User Support, Network, Server Partner is responsible for identifying, troubleshooting and resolving problems encountered on various servers, desktop systems, LAN, WiFi, Internet and other computer technology.​ Troubleshoot, resolve, and document more complex tickets elevated related to technical difficulties with employee hardware, software, and networks. Escalate trouble tickets when required.

 Provide technical support to end-users regarding computer hardware and software.​ Install, test, certify and troubleshoot networking cabling systems.​ Install configured network equipment; install, configure, monitor and troubleshoot a wide range of network and data communications technology.​ Serve as customer contact on technical and service related problems.​ Install/​Incorporate new releases, updates, or other changes to Commercial-Off-The- Shelf software (diagnostics failures/​potential failure predictions).​ Ability to work under limited supervision; performs additional duties as assigned.​

What You Will Be Doing

  • Provide technical support to users (in office and WFH ) for computer related technical problems.
  • Enters and responds to tickets and call tracking tool; ensures information is accurate, prioritized and assigned to a queue.
  • Responses to IT service desk tickets  and  attends to employee inquiries to ensure needs are met promptly
  • Assists with resolving basic technical problems by providing scripted guidance regarding software and hardware problems.
  • Resolves and/or refers more complex technical problems through a defined escalation process.
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes problems and ensures they are resolved appropriately.
  • Experience with various IT products, services, and operation systems and escalation policy.
  • Installs, configures, and upgrades computer hardware and software. ​
  • Provides end-user software troubleshooting and support. ​
  • Will create new user accounts, issue the accounts, and maintain the accounts
  • Analyzes customer needs to determine functional and cross-functional requirements. ​
  • Maintains current knowledge of relevant technologies as assigned. ​
  • Primarily support Dubai office and other regional offices as required.
  • Attend global daily stand up call to collaborate and resolve issues with other team members from different regions.
  • Participates in special projects as required.

Education & Experience

  • BA/BS degree in Computer Science, related technical discipline or equivalent practical experience
  • 5 + years of End user computing Windows and Mac OS installation procedures and comprehensive knowledge of these operating systems.
  • Experience operating and maintaining Virtual machine management environments.
  • Experience operating and maintaining large network environments i.e. WAN, LAN, WAP, SD-WAN.
  • Experience with various types of server hardware.
  • Familiarity with incident management, change control and other compliance processes.

Skills

  • Working knowledge of Microsoft Windows, Active Directory, DHCP, DNS, Office 365
  • Working knowledge of MacBook Air, MacBook Pro, iMac, Mac Pro, iPhone, iPad •
  • Building and Deploying File Servers and Cloud Computing
  • Performing Network Infrastructure Troubleshooting
  • Design knowledge of Desktop Configuration 
  • Ability to Install Routers, Firewalls, Workstation, Server,
  • Ability to provide technical support to remote / work from home employees
  • Experience With VMware
  • Strong verbal and written communication skills
  • Strong organizational skills
  • Ability to work in a team environment
  • Strong attention to detail
  • Following policies, procedures and change control for compliance and high service standards

Why You Should Work Here

A career with Global Eagle is a unique opportunity to grow your knowledge and skills within a culture that thrives on collaboration and innovation. In addition to being a part of an amazing group, we also have competitive benefits including medical, dental, vision, paid time off, 401k, disability and life insurance, flexible scheduling, pet insurance, and discounts on gym membership, concerts, amusement parks, hotels, and more!

 

Global Eagle is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Due to COVID, our interviews are now done in a safe environment using online platforms like Zoom and Microsoft Teams.

 

Please note: Only shortlisted candidates will be contacted.





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