DISH

  • Support Engineer I

    Location US-TX-Fort Worth
    Job ID
    2017-42384
    Category
    Information Technology
  • Summary

    DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

     

    Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

     

    We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.

     

    Opportunity is here. We are DISH.

     

    To learn more about our IT organization please visit http://explorethefuture.dish.com

    Job Duties and Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as required.

    The IT Support Engineer will work as a member of the Internal Customer Support Team in IT Operations. The primary responsibility of this role will be to resolve End User Computing issues for internal DISH customers.  They will leverage ServiceNow, SCCM, and Casper to provide support and solutions at our Fort Worth office. As part of the Tier Two Support team, they will be providing support for not only OSX and Windows computers, but also for mobile devices, such as iOS and Android phones and tablets.  They will also assist with technology items such as Telephony, Video Conferencing, Audio/Video equipment including TV’s and various Consumer Electronics.

     

    Primary responsibilities include:

     

    • Resolve internal customer task and incident tickets in ServiceNow in a timely fashion, while providing great customer service
    • Troubleshoot and resolve issues with DISH issued computers and mobile devices
    • Image and deploy end user computing equipment to users
    • Collaborate with other teams to fix ongoing issues that may not be the responsibility of this role
    • Install approved software on computers based on approved tickets in the queue
    • Network, Wi-Fi and Printer/Plotter Troubleshooting
    • Manage and Maintain VOIP Telephone System
    • Order Equipment through internal requisition process
    • Maintain current equipment and follow hardware asset management processes
    • Keep Server rooms and Stockrooms clean and organized
    • Serve as the main Point of Contact for any Technical emergencies
    • Create tickets in ServiceNow for ad hoc work performed for end users
    • Draft knowledge base entries to ensure consistency of support across IT Operations teams
    • 50% Travel to our North Texas and Oklahoma locations 
    • This position requires night and weekend work, both scheduled and unscheduled, and requires the person to be On-Call 24 hours a day, 7 days a week with a maximum 15 minute response time


     

    Skills - Experience and Requirements

    A successful IT Support Engineer will have the following qualifications:

     

    Required Skills

    • Bachelor’s degree and 2-4 years of relevant experience or equivalent work experience
    • Strong customer service skills including follow through and follow up
    • Curiosity and a desire to solve the problem correctly the first time
    • Ability to multi-task effectively
    • Willingness to share knowledge and expertise with teammates
    • Attention to detail and willingness to go the extra mile
    • History of exceeding ticket closure goals
    • Proven ability to document each customer contact, troubleshooting steps taken, current status and resolution in tickets
    • Strong Windows 7 and 10 Experience
    • MS Office knowledge
    • Team player who works well with others

    Preferred skills

    • Cisco Call Manager
    • Customer Support experience
    • Experience supporting Mac OSX in an enterprise environment
    • Experience with Cisco Unified Communications
    • Experience with JAMF and SCCM
    • Experience researching logs to determine root cause of failed installations
    • Experience with Infrastructure cabling and design
    • Technical documentation abilities

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