vip user technical support

Carlsbad, CA - USA

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Location: Carlsbad CA

Duration: 6 months

35/hr on w2

Team leadership experience handling L1/L2 desktop support engineers.

Ability to prioritize & manage EUC operations across multiple locations/users.

Stakeholder management with business IT leadership vendors and OEM partners.

Process ownership for incident request and problem management within EUC.

Experience driving service improvements automation initiatives and RCA preparation.

Ability to handle escalations perform SLA management and drive customer satisfaction.

Documentation & reporting skills: SOPs dashboards weekly/monthly performance reports.

Strong expertise in End User Computing (EUC) technologies including Windows 10/11 MacOS and standard desktop/laptop hardware.

MacBook support for VIPs and non-VIP users

Advanced troubleshooting skills across desktop laptop thin clients VDI mobility devices and peripheral equipment.

Hands on experience with ITSM tools (ServiceNow Remedy or similar) for incident service request CMDB

Proficiency in Active Directory (AD): User administration

Experience with O365/M365 suite including Outlook Teams OneDrive SharePoint support.

Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager):

Image deployment

Patch management

Network basics: TCP/IP DNS DHCP VPN troubleshooting.

Security & Compliance understanding: endpoint security DLP encryption tools antivirus management.

Knowledge of IT hardware lifecycle management: asset tracking refresh planning.

Roles & Responsibilities

Lead and manage daily EUC/Desktop support operations across all user locations.

Ensure timely resolution of incidents service requests and escalations within defined SLAs.

Oversee L1/L2 teams in providing remote and onsite technical support.

Conduct root cause analysis (RCA) for repeated issues and ensure permanent fixes.

Supervise and mentor desktop support engineers providing guidance and technical direction.

Allocate workload manage shift schedules and ensure adequate coverage during business hours.

VIP users support

Drive team performance through KPIs SLAs and quality checks.

Conduct periodic training to keep the team updated on new tools and technologies.

Manage and optimize the deployment patching and compliance of endpoints via SCCM/Intune.

Ensure smooth operation of desktop hardware printers scanners mobility devices and peripherals.

Oversee antivirus encryption and endpoint security tools to maintain compliance.

Ensure desktop OS images application packages and updates are maintained and deployed effectively.

Work closely with IT leadership business users and functional stakeholders to understand requirements.

Coordinate with OEMs/vendors for hardware procurement AMC warranty claims repairs and escalations.

Participate in customer review meetings and provide insights on service performance.

Provide weekly/monthly reports dashboards and service improvement suggestions.

Ensure strict adherence to incident problem change and asset management processes.

Prepare and maintain SOPs knowledge base articles and process documentation.

Participate in CAB meetings when EUC-related changes are proposed.

Ensure all endpoints comply with security policies patching standards and audit requirements.

Coordinate with Security Network and Cloud teams for cross functional improvements.

Address vulnerabilities highlighted by security tools and ensure timely remediation.

Generic Managerial Skills If any

Ability to lead motivate and mentor teams.

Skilled in performance management coaching and capability building.

Effective in conflict resolution and fostering a collaborative environment.

Strong verbal and written communication skills.

Ability to interact confidently with business users leadership and cross functional teams.

Skilled in managing expectations and driving stakeholder satisfaction.

Pre-Screening Questionnaire

1. Have you lead the team anytime till today If yes then what is the team size

2. What do you know about incident management

3. Have you do prepared and reported weekly and monthly metrics If yes what are key things you can show to the customer

4. What is the most challenging thing in desktop support

5. Have you managed or supported MacBooks If yes then to what extent

6. What do you know about VIP user support

Thanks

Jay

Location: Carlsbad CA Duration: 6 months 35/hr on w2 Team leadership experience handling L1/L2 desktop support engineers. Ability to prioritize & manage EUC operations across multiple locations/users. Stakeholder management with business IT leadership vendors and OEM partners. Pro...