Service Delivery Engineer in Coraopolis, PA at Radian Group Inc

Date Posted: 9/6/2020

Job Snapshot

Job Description

The Service Delivery Engineer position assists end users within Radian’s corporate office and remote locations with 3rd level and advanced technical support (review, evaluation, troubleshooting, analysis, diagnoses, integration, remediation and service restoration) of desktop computers, standard and/or custom applications and associated technology peripherals (printers, scanners, mobile devices). Service Delivery Engineer will perform design, installation, configuration, integration, migration, upgrade, testing and/or maintenance of desktop computing hardware, OS or necessary application software. The Service Delivery position will respond to, dialogue, liaison with other technical teams, update or close incidents, problems and/or service requests using established guidelines and tools.
This position will interact with all levels of clients and liaison between IT, external vendors and business customers in providing support services including appropriate hardware warranty or repairs. The Service Delivery Engineer will possess a level of self-latitude and judgment to aid with the completion of system maintenance and testing of newly introduced desktop hardware, software, network systems or associated tools.

Primary Duties and Responsibilities

  • Provide pro-active and responsive handling of end user incidents, problems or requests
  • Assist end users with the installation, configuration and ongoing functionality and usability of desktop hardware, authorized software and associated peripherals within established standards and guidelines
  • Deliver technical guidance or training to end users around organization’s standard (or otherwise authorized) hardware and software products and services
  • Recommend and implement product or systems upgrades in moving technology forward.  Conduct research and evaluation on desktop products in support of procurement and development efforts. Evaluate and recommend products for purchase based on need and business requirements.
  • Create technical specifications and/or support documentation for support activity, desktop hardware and related products or services
  • Assist in maintaining and tracking end user IT asset allocations within company tool, inventory of all hardware and software resources, and in developing long-term strategies and capacity planning for meeting future desktop hardware needs
  • Assist in the design, development, implementation, testing and/or modification of computing systems, Operating Systems and associated software
  • Responds to ,tracks, documents/updates and closes per guidelines all end user incidents, problems and requests around IT related products and services
  • Interact and collaborate with other internal IT technical teams (e.g. NOC, Service Desk) or external vendors in resolution or restoration of service as necessary


Job Specifications

Knowledge:

  • Bachelor’s degree in Information Systems or related field or equivalent work experience
  • Minimum 3 years progressive experience within desktop support functions with an in-depth knowledge of Microsoft Windows desktop platforms, OS and associated components (e.g. file systems, registry, services, drivers, etc.)
  • Strong understanding of mobility management and troubleshooting (iOS, MobileIron, InTune).  Familiarity and understanding of telephony systems (CUCM), VDI, and MacOS.  Experience with ServiceNow preferred.
  • Familiarity and understanding of software installations and troubleshooting (e.g. MS Office, Outlook, Adobe)
  • Understanding of basic Wi-Fi enabled devices and wireless networks/connectivity
  • Experience and understanding of Active Directory


Skills and Abilities:

  • Ability to utilize remote tools for supporting of remote / home users
  • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner
  • Strong inter-personal and communication (verbal and written) skills
  • Ability to provide high customer focus and have diligence toward service delivery or service restoration
  • Ability to understand and learn new technologies 
  • Ability to remain current with understanding and familiarity of desktop computing platforms and associated technologies
  • Ability to work independently as well as within a team environment
  • Ability to diagnose, troubleshoot and recommend technical solutions
  • Ability to mentor peers and train colleagues


Prior Work Experience

  • Technical:   3 - 5 years
  • Supervisory:   Less than 6 months


Education and Credentials

  • Required:    Associate/Technical Degree
  • Preferred:    Bachelor’s Degree,  Concentration in Information Systems

At this time, Radian is unable to sponsor applicants who require work visas.

EEO Statement

Radian complies with all applicable federal, state, and local laws prohibiting discrimination in employment.  All qualified applicants will receive consideration for employment without regard to gender, age, race, color, religious creed, marital status, gender equity, sexual orientation, national origin, ethnicity, ancestry, citizenship, genetic information, disability, protected veteran status or any other characteristic protected by applicable federal, state, or local law.

If you are a person with a disability and need assistance in the application process please send an e-mail message to recruitment@radian.biz.