Job Description
Job Description
VIP Support Technical Support Lead
Responsibilities
- Provide white-glove hands-on or remote support to high level executive employees
- Take complete ownership that results in successful and timely resolution of all VIP support requests
- Escalation point for a team of 5 support resources
- Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and explain / demonstrate new IT solutions delivered by Enel
- Provide expert knowledge and support in MacOS, Windows 10 & Windows 11 OS configuration and support, Office 365 (including Exchange, SharePoint, Teams), Outlook, Excel, Word, Visio, and PowerPoint
- Document, maintain, upgrade, or replace hardware.
- Supports, user account information including rights, security, and systems groups.
- Software installs via Software Center, reimaging, and configurations.
- Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment, etc.
- Perform work in compliance within specified manufacturer warranty requirements and schedule manufacturer warranty repairs on-site or remote
- Troubleshoot and restore to service any personal computers (PC), MACs, notebooks or any other equipment that has authorized access to the network.
- Engage vendor support contacts to resolve technical issues within the desktop environment.
- Promptly escalate issues after exhausting all resources, according to internal process
- Provide training to end users on how to operate equipment as requested.
- Ensure service delivery in accordance with established service level agreements (SLAs) and Key performance Indicators (KPI)
- Learn, remain current and follow all processes that are documented for support.
- Document work in detail via Service Now tickets
- Document new fixes and procedures
- Availability to perform Walk-up Support
- Coach and mentor lesser skilled resources
General Requirements / Experience :
- 8 years of experience in Advanced Technical Support. 4 years as a Technical Support Lead
- Excellent ability to decipher technical IT information and clarify it for senior employees
- Experience supporting Windows 10,11, Android, iOS / iPad with the ability to troubleshoot on the fly
- Proven strengths in technical capability, professionalism, communication, attention to detail, deadlines
- Strong MAC OS experience
- PowerShell
- Experience with GPO troubleshooting, logs and command line functions.
- Strong Network troubleshooting skills
- Experience with iPhones, iPads, MacBooks, and common apps for both PC and Apple products.
- Basic Directory Service administration (Active Directory, Azure AD)
- Experience resolving technical issues with AV system components in conference rooms.
- Experience with working based on knowledge articles (KBAs)
- Ability to operate in a team and / or individual environment.
- Experience with Service Now ticketing and Asset Management workflow.
- Superior communication skills, written and verbal.
Desired
- CompTIA A+
- Networking +
- Cloud +
- Microsoft 365 Fundamentals
- Familiar with ITIL Foundation processes
- SCCM and Intune
- Leadership ability
- Self-confident self-starter with rock star analytical and problem-solving skills.
- Experience in international collaboration with other support teams
5 days ago