Job Description:

As an Onsite Support Technician with a minimum of 4-7 years of technical experience in providing quality services to the end users which includes.
Manage a team of 25-30 technicians across locations.
Manage the reporting of SLAs, Adherence of SLAs and contract.
Manage shift and shift planning including on-call roster.
Manage Resource productivity.
Enable the team with training and development.
Ensure security compliance.
Ensure sufficient inventory level is managed across locations.
Ensure all service requests and incidents are resolved before agreed service levels
Plan and execute any move request or project work.
Lead the team by providing technical and process assistance tothe below activities
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform Break Fix, Desk Side Support, IMACDs, Data Migration, Refreshes, and health checks.
Perform onsite updates, Configuration changes, or Software installations.
Provide onsite technical assistance to end users by visiting their desk location.
Identifies potential issues that could adversely impact End User experience and follow through on action steps to prevent. them.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
Perform end-user support related security and controls and compliance-related tasks such as.
Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contact,s and stand-by support.
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis

Desired Qualifications:

Experience with various desktop systems, operating systems, and diverse technical environments.
Excellent customer service orientation and verbal communication skills.
Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
Ability to install software for and troubleshoot a wide range of applications.
Analytical thinking and problem-solving ability.
CompTIA A+ certification or equivalent certification.
Flexible for traveling to remote sites or cluster
Due to the nature of the job the candidate should be able to lift 30 pounds with assistance.

Desktop Support Technician

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