IT Support Lead

Job Description

VIP Support – Technical Support Lead

Responsibilities

· Provide white-glove hands-on or remote support to high level executive employees

· Take complete ownership that results in successful and timely resolution of all VIP support requests

· Escalation point for a team of 5 support resources

· Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and explain/demonstrate new IT solutions delivered by Enel

· Provide expert knowledge and support in MacOS, Windows 10 & Windows 11 OS configuration and support, Office 365 (including Exchange, SharePoint, Teams), Outlook, Excel, Word, Visio, and PowerPoint

· Document, maintain, upgrade, or replace hardware.

· Supports, user account information including rights, security, and systems groups.

· Software installs via Software Center, reimaging, and configurations.

· Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment, etc.

· Perform work in compliance within specified manufacturer warranty requirements and schedule manufacturer warranty repairs on-site or remote

· Troubleshoot and restore to service any personal computers (PC), MACs, notebooks or any other equipment that has authorized access to the network.

· Engage vendor support contacts to resolve technical issues within the desktop environment.

· Promptly escalate issues after exhausting all resources, according to internal process

· Provide training to end users on how to operate equipment as requested.

· Ensure service delivery in accordance with established service level agreements (SLAs) and Key performance Indicators (KPI)

· Learn, remain current and follow all processes that are documented for support.

· Document work in detail via Service Now tickets

· Document new fixes and procedures

· Availability to perform Walk-up Support

· Coach and mentor lesser skilled resources

General Requirements/Experience:

· 8 years of experience in Advanced Technical Support. 4 years as a Technical Support Lead

· Excellent ability to decipher technical IT information and clarify it for senior employees

· Experience supporting Windows 10,11, Android, iOS/iPad with the ability to troubleshoot “on the fly”

· Proven strengths in technical capability, professionalism, communication, attention to detail, deadlines

· Strong MAC OS experience

· PowerShell

· Experience with GPO troubleshooting, logs and command line functions.

· Strong Network troubleshooting skills

· Experience with iPhones, iPads, MacBooks, and common apps for both PC and Apple products.

· Basic Directory Service administration (Active Directory, Azure AD)

· Experience resolving technical issues with AV system components in conference rooms.

· Experience with working based on knowledge articles (KBAs)

· Ability to operate in a team and/or individual environment.

· Experience with Service Now ticketing and Asset Management workflow.

· Superior communication skills, written and verbal.

Desired

· CompTIA A+

· Networking +

· Cloud +

· Microsoft 365 Fundamentals

· Familiar with ITIL Foundation processes

· SCCM and Intune

· Leadership ability

Self-confident self-starter with rock star analytical and problem-solving skills.

Experience in international collaboration with other support teams