Executive Support Engineer

Roles & Responsibilities:

• Accurately test, identify, repair, resolve and document end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys and basic printer support.
• BCBSNC Owned Equipment
• Apple support – Smart hands and feet, also coordination w BCBS Apple team.
• Questions about nonstandard equipment should be brought to HCL management’s attention
• Troubleshoot and resolve software issues.  Ability to install, configure, reconfigure or reinstall software including remote support
• Update the tickets in ITSM & work on tickets within the defined service levels
• Appropriate notes required
• HOLD reason notes required
• Missed schedule date notes required
• Ticket transfer reason notes required
• Identify tickets that should be project and provide info to the Project Management team
• Reimaging computers/hard drives in accordance with customer standards
• IMACD function including installation and decommission.
• Backing up and restoring settings and associated systems administration activities
• Drive end to end ownership of issues to provide a resolution for all requests and incidents.
• Categorize and prioritize end user support requests and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Perform asset inventory activities to maintain accuracy. 
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Other tasks as assigned by Site Lead/Regional Lead.
• Work w the team/partner w HCL SD/ATS/FSS teams to improve service.
• Maintain a clean work environment.