What are the responsibilities and job description for the Lead Desktop Support Engineer position at Tekfortune Inc?
Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world's leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.
Title : Lead Desktop Support Engineer with Mac experience
Location : Mountain View CA
Skill required Troubleshooting in a Mac, Windows, iOS, and Android environment, customer service, Ticketing software, escalations
Job Description :
Candidates should be confident, possess excellent communication skills, and have a strong willingness to learn. They should be interested in new technologies, be process-oriented, and capable of solving complex problems under pressure.
- Maintain up-to-date knowledge of the latest Mac, Windows, and mobile platforms and their compatibility with MDM solutions, including best practices and system configurations.
- bility to explain technology concepts, procedures, and policies in a non-technical manner; collaborate and coordinate with other teams to track, isolate, and resolve technical issues.
- Must have prior experience supporting employees at all levels and managing a team of 10 employees.
- Strong task management skills : ability to prioritize, triage, resolve, and escalate efficiently and effectively.
- dvanced knowledge of OS concepts, Active Directory, Endpoint management solutions, and various security platforms.
- Requires knowledge of OU and Security Group management.
- Strong understanding of security best practices, worst practices, concepts, and real-world applications.
- Effective communication, patience, persistence, and follow-through in tracking, troubleshooting, and resolving internal customer support calls.
- Must have effective written and verbal communication skills.
- ble to travel up to 15% of the time in this role.
- Must be capable of lifting 50lbs.
- Lead IT Onboarding sessions for new hires, contract conversions, and rehires weekly.
- Interface with leadership to solve complex issues and advocate cross-functionally.
- Provide frontline support for all employee business levels.
- Facilitate, implement, troubleshoot, problem-solve, and document findings.
- Work in a dynamic, fast-paced environment.
- Serve as technical lead and player-coach for the Tech Lounge team.
- Mentor team for improved efficiency and support process accuracy.
- Offer remote and on-site white glove technical support for leaders and partners.
- ct as a point of contact between executive stakeholders and departments.
- Collaborate with IT teams to refine processes.
- Support internal and external events (e.g., departmental meetings, training).
- Maintain documentation for Tech Lounge processes and runbooks.
- Establish best practices for technical support.
- Lead or consult on IT projects / initiatives.
- ct as Incident Manager for high-priority IT incidents.
- Implement / document policies and procedures for IT systems.
- Work with IT leadership on service level agreements and ticket resolution.
- Follow up with customers to identify improvement areas.
- Develop performance reports.
- Manage multiple cases with shifting priorities.
- Collaborate with Service Desk Team and other experts on projects and initiatives
For more information and other jobs available please contact our recruitment team at careers@tekfortune.com. To view all the jobs available in the USA and Asia please visit our website at https : / / www.tekfortune.com / careers / .
