Must Have Technical/Functional Skills

• 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 &a mp; software knowledge

• Strong understanding of AMDB and CMDB architecture

Experience Required 7-10 yrs.

Roles & Responsibilities

• Monitor teams assigned projects to insure 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 manage 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 and etc. at clients site.

• Lead a team of desktop engineers in handling all operational / escalation issue and all incidents.

• Handle customer’s 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 t rack 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 the 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 revise 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 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 insure business needs are met.

Job Type: Full-time

Pay: $40,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person