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Onsite Support Lead

4 months ago

Spring, United States Centraprise Full time

Job Title : Onsite Support Lead

Desktop Management - Infrastructure Services (IS)



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 & software knowledge

• Strong understanding of AMDB and CMDB architecture



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 track 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.

•Work closely with field services staff to ensure proper escalation of technology issues.