VDart
Deskside Technician
VDart, Charlotte, North Carolina, United States, 28245
Tile : Deskside Technician
Location : Charlotte, NC (onsite)
Job Description
As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:•Manage a team of 25-30 technicians across locations•Manage the reporting of SLAs, Adherence of SLA and contract•Manage shift and shift planning including on call roster•Manage Resource productivity•Enable the team with training and development•Ensure security compliance•Ensure sufficient inventory level is managed across locations•Ensure all service request and incidents are resolved before agreed service levels•Plan and execute any move request or project work•Lead the team by providing technical and process assistance to below activities•Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.•Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes and health checks•Perform onsite updates, Configuration changes, or Software installations.•Provide onsite technical assistance to end users by visiting their desk location•Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.•Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.•Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)•Perform end-user support related security and controls and compliance related tasks such as•Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs•Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.•Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support•Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.•Provide On-call support if required outside business hours on a rotational basis
Location : Charlotte, NC (onsite)
Job Description
As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:•Manage a team of 25-30 technicians across locations•Manage the reporting of SLAs, Adherence of SLA and contract•Manage shift and shift planning including on call roster•Manage Resource productivity•Enable the team with training and development•Ensure security compliance•Ensure sufficient inventory level is managed across locations•Ensure all service request and incidents are resolved before agreed service levels•Plan and execute any move request or project work•Lead the team by providing technical and process assistance to below activities•Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.•Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes and health checks•Perform onsite updates, Configuration changes, or Software installations.•Provide onsite technical assistance to end users by visiting their desk location•Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.•Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.•Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)•Perform end-user support related security and controls and compliance related tasks such as•Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs•Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.•Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support•Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.•Provide On-call support if required outside business hours on a rotational basis