Desktop Support Engineer II

Trintech•Plano, TX

4d•Hybrid

About The Position

ESSENTIAL DUTIES AND RESPONSIBILITIES Team Leadership & Coordination Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests. Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality. Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones. Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities. Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues. Act as the first point of contact for day-to-day team queries, escalations and operational decisions. Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes. Propose and implement process improvements that drive efficiency, consistency and service quality across the support team. Technical Support Support public and private cloud environments, and a distributed IT service desk supporting a global employee base. Apply hands-on knowledge of Group Policy, DNS, DHCP, PowerShell scripting and IT process automation. Troubleshoot LAN/WAN issues and coordinate with ISP vendors on service tickets. Manage asset inventory, return defective equipment, document customer repairs, and maintain spare parts levels. Familiarise internal users with basic software, hardware, and peripheral device operation. Take ownership of queries, issues and problems assigned to the queue and see them through to resolution. Develop and maintain technical knowledge across all systems within the company profile and specialise in nominated areas. Work with vendor support contacts to resolve technical issues within the desktop environment. Complete regular training and process refreshes to ensure compliance with company IT policies, security standards and processes. Document and standardise processes to drive automation and ensure projects are delivered on time, on scope, and on budget. Participate in an on-call rotation for escalated issues covering different time zones.

Requirements

5+ Years Desktop Support Experience covering Windows and Apple mac book.
Extensive knowledge of unified endpoint management, e.g., Kaseya, ServiceNow, including implementation, maintenance, and administration.
Excellent written, verbal, & interpersonal skills with high degree of independence with proactive thinking, ownership and responsiveness.
Knowledge of ITSM tools, e.g., Service Now.
Able to adhere to technical standards that augment security and infrastructure architecture.
Ability to prioritize tasks, manage interruptions, and communicate effectively.
Excellent written, oral, and interpersonal communication skills.

Nice To Haves

Experience with collaboration tools such as Webex, Teams, Zoom and the Atlassian Suite.
Experience with PowerShell scripting, Group Policy Object distribution and Office 365 deployment.

Responsibilities

Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests.
Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality.
Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones.
Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities.
Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues.
Act as the first point of contact for day-to-day team queries, escalations and operational decisions.
Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds.
Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes.
Propose and implement process improvements that drive efficiency, consistency and service quality across the support team.
Support public and private cloud environments, and a distributed IT service desk supporting a global employee base.
Apply hands-on knowledge of Group Policy, DNS, DHCP, PowerShell scripting and IT process automation.
Troubleshoot LAN/WAN issues and coordinate with ISP vendors on service tickets.
Manage asset inventory, return defective equipment, document customer repairs, and maintain spare parts levels.
Familiarise internal users with basic software, hardware, and peripheral device operation.
Take ownership of queries, issues and problems assigned to the queue and see them through to resolution.
Develop and maintain technical knowledge across all systems within the company profile and specialise in nominated areas.
Work with vendor support contacts to resolve technical issues within the desktop environment.
Complete regular training and process refreshes to ensure compliance with company IT policies, security standards and processes.
Document and standardise processes to drive automation and ensure projects are delivered on time, on scope, and on budget.
Participate in an on-call rotation for escalated issues covering different time zones.