Deskside Support Lead Technician

NTT DATA Services•Edison, NJ

1d•$27 - $33•Onsite

About The Position

The Deskside Support Lead Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service. Responsibilities include performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops and use advanced tools /technical knowledge to remediate client problems and conduct scheduled installations. Provide excellent customer service to a large end user base including VIP's onsite at customer’s location regarding computing functionality, questions, diagnostics, assistance and consultations in one on one or group situations via in person, phone, email and video conferences, etc. Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance. Provides technical feedback on technical process issues to improve overall service delivery. Ticket and workload management utilizing customer provided ticketing system. As a team leader, coach team members on proper ticket/workload management adhering to our internal processes. Conduct quality checks on the team’s ticket management performance. Address and remediate areas needed for improvement, escalating when appropriate. Backup for onsite supervisor and attend daily client meetings, ensure team meets training and other administrative task deadlines. Manage client escalations and provide continuous follow ups until resolution.

Requirements

Strong verbal and written communication skills

Responsibilities

Perform moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals)
Low-to-moderate installation of IP phone handsets including network drops
Use advanced tools /technical knowledge to remediate client problems and conduct scheduled installations
Provide excellent customer service to a large end user base including VIP's onsite at customer’s location regarding computing functionality, questions, diagnostics, assistance and consultations in one on one or group situations via in person, phone, email and video conferences, etc.
Ensure customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
Provide technical feedback on technical process issues to improve overall service delivery
Ticket and workload management utilizing customer provided ticketing system
Coach team members on proper ticket/workload management adhering to our internal processes
Conduct quality checks on the team’s ticket management performance
Address and remediate areas needed for improvement, escalating when appropriate
Backup for onsite supervisor and attend daily client meetings
Ensure team meets training and other administrative task deadlines
Manage client escalations and provide continuous follow ups until resolution
Windows /ChromeOS deployments
Active Directory - Computer management
Imaging using Ivanti Landesk
Troubleshoot issues that may have been caused by firewall, proxy or antivirus software
Work with vendors to help troubleshoot and resolve vendor supported applications
Smart hands for specific support towers
Citrix / Epic - local device setting configurations for signature pads, scanners, credit card machines
Support local nearby offices
Flexibility for on-call/holiday and occasional weekend support
Travel to nearby campuses North Bergen, Central NJ campuses
Physically able to lift and move Enterprise and Client technology hardware in our customer environments