Endpoint Engineer

Position: Endpoint Engineer 

Job Description: 

Forward Air is seeking an Endpoint Engineer who will be the technology problem solver responsible for establishing, diagnosing, repairing, and maintaining and upgrading hardware, software and computer equipment (onsite and remote). This role will also be responsible for resolving security problems that impact the environment and managing all tools used by the team. 

Core Responsibilities & Duties: 

• Acts as Tier 3 escalation point for issue resolution  

• Manages/maintains all Desktop tools (InTune, ConnectWise) and coordinates with the SDP team on process improvements  

• Develops/maintains image library for endpoint devices  

• Define the upgrade processes used by the team to perform Windows remote upgrade from one version to another on co-worker devices  

• Responsible for patching and updates of “In Production” devices and Amazon Workspaces  

• Adding new software/applications to the Omni repository, making them available to be deployed to co-worker devices  

• Define and communicate process improvement measures enabling existing teams to increase customer satisfaction and reduce manual errors  

• Identifies and defines configuration of next generation devices  

• Ensure conference room audio/video functionality supports daily requirements  

• Coordinate with Omni Facilities to ensure current and future use of space is supported by appropriate technologies  

• Act as technical liaison for corporate and IT projects leveraging technologies in area of responsibility  

• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)  

• Solves problems and makes decisions on a daily basis relative to area of responsibilities. Ensures that effective representation takes place for the coordination of work processes and projects with other departments   

• Maintains competency and enhances professional growth and development through continuing education and conferences  

• Ability to manage multiple high priority initiatives in a fast paced highly technical environment  

• Performs other duties and responsibilities as assigned   

Qualifications: 

• 5 years of relevant IT experience  

• A minimum of 3 years supporting services in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues – with a thorough knowledge of best practices for service management, ITIL and ITSM  

• Excellent customer service, interpersonal skills, telephone etiquette, time management and problem-solving skills  

• Excellent understanding of computer hardware, operating system functions, and components.  Must be familiar with multiple makes/models of desktops and laptops, and be able to troubleshoot and escalate as appropriate  

• Principles and terminology of networking on the Layer 1 and 2 side  

• Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains and the management and support of Microsoft Office, Office 365, and common productivity applications (Webex, Teams, Teams rooms etc)  

• Knowledge of wireless networking components and terminology; familiarity with Cisco, Meraki, or Ubiquiti Wireless Networks are a plus  

• Creating and maintaining user self-help documentation, technical documentation and procedural documentation  

• Knowledge of Anti-Virus applications   

• Travel as required 

Skills: 

• Experience working in a team-oriented, collaborative environment  

• Self-motivated and goal driven, with the ability to effectively prioritize and execute tasks in a fast-paced environment  

• Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines  
   

Forward Air is an Equal Opportunity Employer.