Onsite Support Lead

Must Have Technical / Functional Skills

• Strong knowledge of desktop / laptop hardware
• Strong knowledge of desktop / laptop hardware
• Good knowledge of Win 10, Win 11 & MS Office
• Knowledge of Mac OS is preferred.
• Understanding of daily operations and delivery processes
• Application / software installation and trouble shooting.
• Knowledge / exposure on ticketing tools (Service Now)
• Windows system administration
• Strong Troubleshooting Skills
• Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
• Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.
• Understanding of active directory, networking
• Hardware, operating system & software knowledge
• Strong understanding of AMDB and CMDB architecture
• IT Stockroom Management, Operational variance Roles & Responsibilities
• Monitor teams assigned projects to ensure they are completed on time.
• Able to execute all assigned projects quickly and efficiently with a sense of urgency.
• Responds to customer inquiries regarding technical issues and management of escalations.
• Support of laptops, desktops, tablets, smartphones, telephony devices, printers, conference room equipment, infrastructure computing, Zoom.
• Monitor Service Request support for HW, SW installations, moves, adds, changes etc. at clients sites.
• Lead a team of desktop engineers in handling all operational / escalation issues and all incidents.
• Handle customers complaints and ensure customer satisfaction during closure.
• Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.
• Perform monthly operation review & trend analysis.
• Support of onsite and offsite meetings.
• Manage stockroom activities
• Collecting and analyzing historical data using statistical tools
• Working with inventory management software to track inventory levels, set reorder points, manage purchase orders, and generate reports.
• Determining the safety levels to reduce the risk of missing and lost devices.
• Coordination with sales, logistics and production to streamline th e inventory management process.
• Lead the Asset Management through its full lifecycle (plan, procure, assign, inventory, retire)
• Ownership of multiple sites wherever applicable.
• Create and execute project work plans and revision as appropriate to meet changing needs and requirements.
• Identify resources needed and assign individual responsibilities.
• Manage day-to-day operational aspects of a project and scope.
• Reviews deliverable prepared by team before passing on to client.
• Identify resources needed and assign individual responsibilities.
• Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
• Establish metrics to measure efficient use of existing systems and resources
• Activity Monitor team performance to ensure service levels and expectations are being met
• Provide leadership / support to ensure projects are staffed appropriately and timelines are met
• Manage staff of engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to ensure business needs are met.
• Work closely with field services staff to ensure proper escalation of technology issues Generic Managerial Skills, If any Resul Driven Leadership Skills

Salary Range : $70,000 - $80,000 a Year

TCS Employee Benefits Summary : Discretionary Annual Incentive. Comprehensive Medical Coverage : Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support : Maternal & Parental Leaves. Insurance Options : Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth : Commuter Benefits & Certification & amp; Training Reimbursement. Time Off : Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance : Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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