EUC Mac support Lead

2 weeks ago


New York, United States VDART TECHNOLOGIES PRIVATE LIMITED Full time
*Job Title: EUC Mac Support Lead*

*Location: New York, NY*

*Duration: Contract*

*Job Description:*

*Role and Responsibilities:*
* The selected candidate will perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops, laptops and tablets. Among other tasks, he/she will carry out the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency.
* Perform Installs, Moves, Adds and Changes (IMACD’s) of hardware and software
* Become familiar with company’s infrastructure, key contacts, and escalations procedures as relates to other teams in the business
* Lead team of EUS onsite and take care of SLA management.
* Demonstrate outstanding understanding and communication skills when working with clients
* Perform break-fix support for a wide range of hardware, software and mobility issues
* Perform Backup Tape rotation and tape Library management.
* Perform server reboot as per requirement and coordinate with other team
* Mounting cartridges in cartridge libraries.
* Knowledge of popular operating systems, software applications, and remote connection systems.
* Sales support during business hrs. and outside business hrs. ( weekends, holidays)
* Supporting user needs related to desktops, laptops, mobile devices, printers, VOIP phones and the like for both in office and home/remote office needs
* Provisioning, configuring, delivering, and setting up equipment, ensuring proper functionality and connectivity of all devices, and participating in equipment moves and changes
* Working in concert with internal IT teams to ensure the highest level of service delivery to user community
* Responsible for managing the desktop image, upgrades, security patching, and configuration and testing necessary to ensure environment works effectively
* Installing and maintaining hardware and computer peripherals.
* Installing and upgrading operating systems and computer software.
* Troubleshooting and maintaining Mobile Devices.
* Proven work experience with SCCM/Intune – Good to have
* Mobile Device Management - Good to have
* Mac OS knowledge - Good to have
* Experience with endpoint management software platforms, desktop provisioning technologies and PXE
* Proficiency with Windows printing and scanning operations, including installation and support of network and office devices
* Proficiency with mobile devices, including enterprise software activation, troubleshooting and support
* Strong customer service and communication skills
* The ability to work in a fast paced environment, coordinating workflow and multiple tickets/tasks

*Preferred Skills And Common Tasks On The Job*

*Experience-based Windows 10 support and Apple Devices*

o BitLocker encryption

o Configuration/imaging

o Crash/BSOD resolution

o Installation environment

o General Windows OS & iOS troubleshooting

o AirWatch for Apple

*Hardware support and troubleshooting*

o Troubleshooting hardware issues

o Replacing desktop/laptop hardware

o Installation of peripheral devices

*Microsoft Office proficiency*

o Proficiency in Word, Excel, Skype, Outlook, Access, PowerPoint (usage and support)

o Visio, Project (support)

o Able to create documentation and contribute to KB articles

o O365 support

*Basic network troubleshooting*

o Experience working with basic network hardware (switches)

o Troubleshooting connectivity issues

o Thorough understanding of wireless/wired networks

*Customer service skills*

o Comfortable working with people in a professional setting

o Able to provide a calming demeanor with the customer to reach a positive conclusion

Job Type: Contract

Pay: $18.00 - $19.00 per hour

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift

Experience:
* Windows: 1 year (Preferred)
* Mac OS: 1 year (Preferred)

Work Location: On the road
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