What success looks like in this role:
COE would be responsible for providing remote guidance to Unisys Field Engineers, using advanced technology such as smart glasses, smartphones, merged reality software and webcams. The COE will be the experts on this technology and their knowledge and assistance will allow faster resolution in the field. COE is expected to facilitate improved productivity, quality and margin growth as well as strengthen the Unisys brand within the marketplace.
On-site troubleshooting for MS Office or other Commercial Off The Shelf (COTS) products
Manual driver upgrades and fixes as applicable
Resolution of Client-approved-supported Software configuration issues
Issue resolution for Client custom built applications is done by leveraging existing Knowledge Articles or if not available de-install, install and configuration of the application as per provided standard operating procedures. Upon completion of the Deskside Support, performance of defined acceptance testing with the Authorized User.
Additional Blue Vest Floor Walking by Field Engineers to enable walk up support engagement for end users
Network and Telecommunications including Network Access and Wifi;
Productivity and Collaboration including Teams, Webex, Zoom, Jabber and O365;
Complex Windows and Mac OS issues;
Providing access to systems and shares;
Hardware fault diagnosis and peripheral support;
Device provisioning follow-ups (aka device provisioning last mile).
Issues which require coordination across resolver groups
You will be successful in this role if you have:
High school degree required 2-4 years of hands-on technical experience Electronics training equivalent to at least 2 years of technical institutes, polytechnic and/or military technical school/universities and/or applicable related technical experience. Bachelor's degree or Electronics training equivalent to at least 2 years of technical institutes, polytechnic and/or military technical school/universities and/or applicable related technical experience Active directory/exchange server and operating systems knowledge A+ certification a plus Specific manufacturer certification as required, i.e. EMC, Dell, Cisco, Microsoft, Apple, Unisys. COMPTIA certifications, and NETWORKPLUS and for legacy products, must have current product training Knowledge of client specific internal procedures and service delivery requirements. Advanced degree of knowledge of hardware and software including Unisys/Microsoft/Network operating systems and advanced troubleshooting capabilities on software and hardware problems including DTS, Legacy systems, storage systems and interconnectivity problems Ability to test and certify mainframes and/or servers with associated peripherals using mechanical capability and an understanding of ESD procedures Client and/or governmental clearance may be required Microsoft Server Certified Professional Certification and/or CCNA Certification is an added advantage. Police or criminal background verification may be required
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [Confidential Information] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys EEO commitment here .
