IT Field Technician Engineer Lead

Discover a career at Depot Connect International (DCI) a global leader in the Tank/ISO Tank Container Services and Tank Trailer Parts industry. Were more than just a service provider; were a unified team combining the expertise of industry leaders Quala Boasso Global and PSC. Headquartered in Tampa Florida with over 190 locations worldwide our Team of over 3500 employees excels in offering a multitude of mission-critical services.

The IT Field Technician Engineer Lead is a leadership position responsible for overseeing the day-to-day operations of the IT Field Services in partnership with the Help Desk teams. This role involves managing a team of technicians who provide remote and on-site tier 1 and 2 technical support hardware and software maintenance and network installation services. The managers primary goal is to ensure the team delivers high-quality efficient and safe support services that meet the organizations technical and operational needs. The IT Field Services Manager is also responsible for managing relationships with external vendors who provide services equipment or support to the team. Frequent travel to DCI U.S. sites will be expected.

Core Responsibilities:

• Technical Support and Troubleshooting: Provide onsite and remote support for desktops laptops mobile devices printers and network connectivity issues. Diagnose and resolve software hardware and peripheral malfunctions efficiently. Support end-user applications. Manage and update service tickets in accordance with SLA requirements.

• Infrastructure Maintenance: Provide onsite and remote support for desktops laptops mobile devices printers and network connectivity issues. Diagnose and resolve software hardware and peripheral malfunctions efficiently. Support end-user applications. Manage and update service tickets in accordance with SLA requirements.

• Asset Management: Perform lifecycle management for end-user devices. Manage inventory and assets to ensure systems applications and equipment are properly maintained to deliver quality and timely services.

• Project and Task Coordination: Coordinate with other IT departments project managers and stakeholders to plan and execute network installations hardware deployments and other on-site projects. Ensure the necessary tools equipment and resources are available to complete tasks safely and effectively especially when working at DCI service sites or at heights.

• Technical Expertise: Serve as a point of escalation for complex or persistent technical issues. Provide expert guidance and hands-on support when needed. Stay current with industry trends and new technologies to anticipate future needs and recommend improvements.

• Leadership/Management: The role involves managing a global team of four IT Field Services professionals. A key responsibility will be to partner with this team to devise and implement a strategic roadmap focused on the overall standardization of IT services and infrastructure across all company sites. This initiative aims to streamline operations enhance efficiency and ensure consistent service delivery globally.

• Safety and Compliance: Enforce all safety protocols and ensure proper training and certification to operate lifts and other specialized equipment.

• Asset Management: To perform lifecycle management for end-user devices and manage inventory and assets to ensure systems applications and equipment are properly maintained to deliver quality and timely services.

Education and Experience:

• Bachelors degree in Information Technology Computer Science or a related field.

• 5 years of experience in operational IT support with at least 2-3 years in a leadership or supervisory role.

• ITIL 4 certification nice to have

• Relevant certifications (e.g. CompTIA PMP) are a plus.

• A valid drivers license and reliable transportation are required.

Physical Requirements:

• Involves sitting or standing for long periods; occasional walking bending and stooping.

• Long periods of computer time or at workstation.

• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.

• May be exposed to inside environments with varied temperatures air quality lighting and/or low to moderate noise.

• Communicating with others to exchange information.

• Visual acuity and hand-eye coordination to perform tasks.

• Workspace may vary from open to confined.

• May require travel to various facilities within and beyond the state perimeter; may require use of personal vehicle.

DCI Benefits:

• Medical Dental and Vision Insurance
• 401(k) with match
• Paid Time Off
• 10 Paid Holidays
• Short and Long Term Disability Insurance
• Tuition Reimbursement
• Parental Leave