IT Service Support Engineer

As an IT Service Support Engineer at Uni Systems, you will be responsible for software deployment, OS upgrades, and security patch management. You'll also manage Organizational Units and Group Policies to maintain effective system settings, troubleshoot COTS applications, provide technical support for Windows 10/11, and automate processes using PowerShell scripts.

To be an ideal candidate for the IT Service Support Engineer position at Uni Systems, you should have at least five years of relevant experience and at least three years of experience with MCM (formerly SCCM) and troubleshooting COTS applications. A solid grasp of Active Directory and Group Policy Management, along with PowerShell scripting and ITIL Foundation certification is desirable.

Yes, at Uni Systems, we believe in nurturing our talent and promoting from within. As an IT Service Support Engineer, you will have the opportunity to enhance your skills through ongoing training, take on different responsibilities, and potentially advance to higher technical or management roles within the company.

An IT Service Support Engineer at Uni Systems should have a strong foundation in software deployment, patch management, and system upgrades using MCM. Expertise in managing Active Directory, Group Policies, and troubleshooting Windows 10/11 is crucial. Familiarity with PowerShell scripting for automation is also necessary.

At Uni Systems, we are dedicated to creating an inclusive work environment for our employees. We promote equal employment opportunities and actively ban any form of discrimination. Our Diversity, Equality, and Inclusion Policy reflects our commitment to building a supportive workplace for everyone, regardless of their background.

When answering this question, provide specific examples of your experience with MCM, explaining the types of software and systems you managed, the challenges you faced, and how you successfully solved those challenges.

Discuss your systematic approach to troubleshooting, including gathering information, isolating the problem, trying different solutions, and documenting the process to avoid similar issues in the future.

In your response, outline a clear process that includes preparing a rollback plan, testing the upgrade in a controlled environment, and informing users about potential disruptions, ensuring service continuity.

Explain your familiarity with Group Policy Management, including how to create, modify, and maintain policies that enforce user settings, along with any experiences you've had resolving policy conflicts.

Share specific scripts that demonstrate your automation capabilities, how they improved efficiency or solved specific issues, and clarify your process for documenting and maintaining these scripts.

Your answer should encompass common troubleshooting methodologies, such as isolating hardware vs. software issues, utilizing event logs, and applying systematic tests to identify and resolve the problem.

Discuss your approach to testing patches in a controlled environment, ensuring backups are available, and how you effectively communicate with users regarding scheduled updates to minimize disruptions.

Mention how effective communication, empathy, and a proactive approach are crucial for successful user support, along with your strategies for maintaining professionalism under pressure.

Explain that emotional intelligence is key. Highlight the importance of listening to their concerns, providing clear updates, and assuring them that you are actively working to resolve their issues as quickly as possible.

Talk about your commitment to professional growth, whether through certifications, attending conferences, engaging in online communities, or setting personal projects to expand your IT skills.