eTeam
Desktop Support
eTeam, Fort Myers, Florida, United States, 33916
General Description8+ years of Experience in IT Desktop Support and Team Management in Client Facing Roles This position Leads IT Deskside staff with technical support or desktop/laptop computers, applications, printers and related technologies.High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the supporttechnicians and provide technical support, training and guidance to staff. Assumes duties as a desktop support technician when assigned.Responsibilities :-
Excellent analytical and problem-solving skillsDemonstrable experience in managing a successful team of support technicians and successful completion of computer hardware and current desktop support technician certificationsExcellent customer service skillsDesk side Support ManagementCustomer Relationship ManagementVendor Relationship ManagementProject ManagementSLA Management including Incident, problem, Configuration, Service request etc.Review with the Delivery ManagersPeriodic reviews with Customer and VendorsMIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage / Full Time or Dispatch Engineers at various locations in the region supportedShould have knowledge on SD operation and toolsTo guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality informationThe Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintainedssists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelinesWorks with vendor support contacts to resolve technical problemsWorks with service desk and RDS as appropriate to determine and resolve problems received from clientsResponds to support requests from service desk, users and other infrastructure teamsPerforms upgrades as directed to ensure the longevity of equipmentKeep track of request and make sure they are implemented as plannedParticipate in incident handling concerning desktop changes.Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.Microsoft environment knowledge (desktop & server).Have some level of technical understanding of the products building up a desktop service.Experience from the desktop environment.Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
Phone support experience necessary.Technical helpdesk or technical call center experience is necessary.Disciplined, systematic problem solving skills required.Windows and Novell Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007ITSM ticketing tools such as Remedy, Client Service Center, client Service CenterRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in usersSupport for laptop, desktops, and printersPDA and blackberry supportpple Ipad Device supportOthers: Adobe Acrobat and other common desktop applications like Winzip, etc
Excellent analytical and problem-solving skillsDemonstrable experience in managing a successful team of support technicians and successful completion of computer hardware and current desktop support technician certificationsExcellent customer service skillsDesk side Support ManagementCustomer Relationship ManagementVendor Relationship ManagementProject ManagementSLA Management including Incident, problem, Configuration, Service request etc.Review with the Delivery ManagersPeriodic reviews with Customer and VendorsMIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage / Full Time or Dispatch Engineers at various locations in the region supportedShould have knowledge on SD operation and toolsTo guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality informationThe Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintainedssists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelinesWorks with vendor support contacts to resolve technical problemsWorks with service desk and RDS as appropriate to determine and resolve problems received from clientsResponds to support requests from service desk, users and other infrastructure teamsPerforms upgrades as directed to ensure the longevity of equipmentKeep track of request and make sure they are implemented as plannedParticipate in incident handling concerning desktop changes.Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.Microsoft environment knowledge (desktop & server).Have some level of technical understanding of the products building up a desktop service.Experience from the desktop environment.Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
Phone support experience necessary.Technical helpdesk or technical call center experience is necessary.Disciplined, systematic problem solving skills required.Windows and Novell Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007ITSM ticketing tools such as Remedy, Client Service Center, client Service CenterRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in usersSupport for laptop, desktops, and printersPDA and blackberry supportpple Ipad Device supportOthers: Adobe Acrobat and other common desktop applications like Winzip, etc