End User Support Lead
4 weeks ago
Primary Skill - MAC Exp mandatory.
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.
•Troubleshoot MAC device issue.
•Hands on with MAC Deployment Services like JAMF or Airwatch.
•Hands-on experience With Microsoft Intune deployment and management.
•Hands-on experience with All MAC Operating Systems environments for troubleshooting.
•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 irWatch 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 ble 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 ble to provide a calming demeanor with the customer to reach a positive conclusion
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