Senior IT Support Engineer
Senior IT Support Engineer
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Job Description
At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.
Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.
Job Description
Lead Onsite IT Support Technician
The Lead Onsite IT Support Technician will lead the day to day operations of the IT onsite support team. They will be an escalation point for all eBay India office locations. They will lead and provide guidance to other technicians while maintaining a high level of customer service and attention to detail.
Responsibilities:
Lead day to day IT support operations for remote and in-office employees in India. Support operations will cover end user hardware software video conferencing printers and a variety of handheld devices.
Monitor and adhere to all established KPIs as it relates to IT Onsite Support functions including ticket response resolution CSAT new hire setups and asset management. Proactively raise SLA performance issues to leadership for improvement discussion.
Perform asset management tasks inventory audits asset returns and disposals at all locations under their responsibility. Maintain clean and orderly organization of equipment storage rooms adhering to established processes for inventory handling.
Create and maintain IT training & knowledge articles monitoring for accuracy and relevant content and ensuring flagged articles are addressed in a timely manner.
Monitor performance and work quality of junior technicians provide guidance and mentoring as needed.
Lead and support special projects such as mergers & acquisitions new office builds office relocation & decomissions. These projects often require travel to support physical site due diligence equipment handling inventory provisioning and end user training.
Participate in BCP activities to support our Facilities Security and Leadership teams at all eBay locations under scope of responsibility.
Other duties as assigned
Requirements:
Associate degree or 4 years of equivalent experience
2 years minimum customer service background
Must be able to be on-call up to 7 days at a time (24x7)
Technical support background
Excellent written and verbal communication skills.
5 years experience supporting Microsoft Office Google Workspace and Zoom productivity tools.
5 years experience with a variety of end user hardware including Dell/Apple laptops Xerox printers and Zoom/Polycom VC technology.
5 years experience supporting the latest Windows and Mac operating systems in an enterprise environment. Experience with Linux is a plus.
5 years experience supporting users with MDM tools such as Intune Jamf and SCCM or comparable enterprise products.
Experience supporting mobile and laptop self-enrollment processes such as Autopilot Apple ADE and Android Enterprise.
Organized self-starter that can manage their time efficiently and multi-task.
Must be able to lift up to 50lbs
Ability to work after hours and weekends as required.
Travel as needed (up to 50%)
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Required Experience:
Senior IC
Employment Type
Full-Time
