Onsite VIP-Lead Support - Andover, MA

Senior Onsite Technical Support Engineer - Contract to Hire
Onsite VIP-Lead Support - Andover, MA

• 8 years of experience in Advanced Technical Support.
• 4 years as a Technical Support Lead
• 40 hrs per week

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 and incidents
• Escalation points for a team of 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 in a timely manner
• Document new fixes and procedures
• Availability to perform Walk-up Support
• Coach and mentor others on the team as needed

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 with the use of Intune and how Intune functions.
• 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

Additional Information

• All candidates are encouraged to apply, but many positions require a strict drug and background check by our customers.
• F2OnSite supports and adheres to all state laws regarding background checks.
• This position requires specific work hours to be adhered to.
• Typically the work hours are not flexible, so you must be able available to work during those hours.

About F2OnSite

F2OnSite is the fastest growing Onsite I.T. Services company in the United States and is ranked in the Top 25 fastest growing privately held companies overall. We are looking for the best and brightest technical talent to work in the field for our customers. We Are the “Boots on the Ground” for our customers. Our tag line of “Relax, we got this!” isn’t just marketing: it’s the reality of who we are as a company. Our Field Engineers are the heart of the company, and we care about your success.

F2OnSite is an equal opportunity employer. We do not discriminate due to race, color, creed, ethnicity, sex, sexual orientation, or any other factor. Military Veterans are encouraged to apply.

Job Types: Full-time, Contract

Pay: $25.00 - $27.00 per hour

Schedule:

• 8 hour shift

Application Question(s):

• Are you currently working?
• What is your minimum and desired hourly rate requirement?

Work Location: In person

Salary : $25 - $27