Intone
From Intone's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
We are seeking a Senior Customer Engineer for a 12-month contract position based in Los Angeles, California.
We are seeking a Senior Customer Engineer for a 12-month contract position based in Los Angeles, California. This role requires daily onsite presence at 12333 W. Olympic Blvd, Los Angeles. You will provide advanced technical support and deskside services, escalation resolution, and cross-team collaboration to drive service quality and end-user satisfaction.
Provide deskside support, walk-up assistance, TechBar services, and field services including device deployments, technology refreshes, office moves, and new-hire setups
Resolve Level 2+ escalations related to IT hardware and software issues, escalated incidents, and complex service requests
Manage tickets, incidents, and requests through ServiceNow from assignment to resolution
Collaborate with networking, systems, AV, identity, and other technical teams on integrated problem-solving
Mentor and assist Level 1 technicians with technical escalations and issue resolution
Create and maintain documentation, knowledge articles, and support materials
Identify process improvement opportunities and drive service enhancements
Deliver professional, customer-focused support with a commitment to end-user satisfaction
Required
Clear, demonstrated experience with deskside support, walk-up assistance, TechBar services, deployment, installation, smart-hands, field services, desktop engineering, device deployments, technology refreshes, office moves, and new-hire setups
Strong escalation resolution skills for Level 2+ IT hardware and software issues, escalated incidents, and complex service requests
Strong knowledge of Windows and macOS operating systems
Strong knowledge of endpoint hardware
Strong knowledge of Microsoft productivity tools
Strong knowledge of identity and access management
Strong knowledge of basic networking, access, and connectivity issues
Ability to work onsite daily at the specified Los Angeles location
Clear, professional spoken and written English communication skills
Customer-facing skills with a professional demeanor and positive attitude
High standards for customer support, dependability, and task completion
Ability to collaborate with technical team members, end users, and management
Ability to work independently and within a team to complete tasks and projects in a timely manner
Technical certifications relevant to IT support, systems administration, or related fields
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