VIP Support - Technical Support Lead

Location: Andover (CDP), MA
Salary: $23.00 USD Hourly - $25.00 USD Hourly
Description: Our client is currently seeking a 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 and incidents
• Escalation points for a team of support resources
• Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and
• Provide expert knowledge and support in MacOS, Windows 10 & Windows 11 OS
• configuration and support, Office 365 (including Exchange, SharePoint, and 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 with 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 the internal process
• Provide training to end users on how to operate equipment as requested.
• Ensure service delivery by 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 promptly
• 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.

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