End User Support lead

Perform Installs Moves Adds and Changes (IMACDs) of hardware and software

Become familiar with companys infrastructure key contacts and escalations procedures as relates to other teams in the business

Lead team of EUS onsite and take care of SLA management.

Troubleshoot MAC device issue.

Hands on with MAC Deployment Services like JAMF or Airwatch.

Handson experience With Microsoft Intune deployment and management.

Handson experience with All MAC Operating Systems environments for troubleshooting.

Demonstrate outstanding understanding and communication skills when working with clients

Perform breakfix support for a wide range of hardware software and mobility issues

Perform Backup Tape rotation and tape Library management.

Perform server reboot as per requirement and coordinate with other team

Mounting cartridges in cartridge libraries.

Knowledge of popular operating systems software applications and remote connection systems.

Sales support during business hrs. and outside business hrs. ( weekends holidays)

Supporting user needs related to desktops laptops mobile devices printers VOIP phones and the like for both in office and home/remote office needs

Provisioning configuring delivering and setting up equipment ensuring proper functionality and connectivity of all devices and participating in equipment moves and changes

Working in concert with internal IT teams to ensure the highest level of service delivery to user community

Responsible for managing the desktop image upgrades security patching and configuration and testing necessary to ensure environment works effectively

Installing and maintaining hardware and computer peripherals.

Installing and upgrading operating systems and computer software.

Troubleshooting and maintaining Mobile Devices.

Proven work experience with SCCM/Intune Good to have

Mobile Device Management Good to have

Mac OS knowledge Good to have

Experience with endpoint management software platforms desktop provisioning technologies and PXE

Proficiency with Windows printing and scanning operations including installation and support of network and office devices

Proficiency with mobile devices including enterprise software activation troubleshooting and support

Strong customer service and communication skills

The ability to work in a fast paced environment coordinating workflow and multiple tickets/tasks

PREFERRED SKILLS AND COMMON TASKS ON THE JOB

Experiencebased Windows 10 support and Apple Devices

o BitLocker encryption

o Configuration/imaging

o Crash/BSOD resolution

o Installation environment

o General Windows OS & iOS troubleshooting

o AirWatch for Apple

Hardware support and troubleshooting

o Troubleshooting hardware issues

o Replacing desktop/laptop hardware

o Installation of peripheral devices

Microsoft Office proficiency

o Proficiency in Word Excel Skype Outlook Access PowerPoint (usage and support)

o Visio Project (support)

o Able to create documentation and contribute to KB articles

o O365 support

Basic network troubleshooting

o Experience working with basic network hardware (switches)

o Troubleshooting connectivity issues

o Thorough understanding of wireless/wired networks

Customer service skills

o Comfortable working with people in a professional setting

o Able to provide a calming demeanor with the customer to reach a positive conclusion