VIP Support & Onsite Team Lead

Unisys • Santa Clara, CA

1d • Onsite

About The Position

This role involves serving as a team or site leader, providing direction to other technicians, and possessing specialized skillsets to support niche client environments. The position may involve assisting with resource/task scheduling and management, ensuring a best-in-class client experience across Field Engineering operations, and troubleshooting client escalations. The role also supports the rollout of new products, acts as a subject matter expert, and provides technical advice. Additionally, it involves assisting with technical training, engaging with dissatisfied clients, monitoring system performance, and developing process improvements for enhanced client service and operational efficiency.

Requirements

• High School Diploma or GED required
• Generally, 7+ years’ experience in area of responsibility
• Experience providing dedicated onsite/deskside technical support in enterprise environments
• Previous experience in a VIP support or team lead capacity, including coordination of field support teams without direct people management responsibilities
• Strong experience using ServiceNow or similar ITSM/ticketing platforms
• Experience supporting executive-level stakeholders, including CIO/CXO leadership teams
• Excellent verbal and written communication skills with a strong customer service mindset
• Experience working in both Windows and Apple/Mac environments
• Hands-on support experience with Windows 10 and Windows 11 devices, including hardware refresh initiatives
• Experience supporting Dell laptop environments and Microsoft technologies/applications
• Familiarity with VOIP technologies and basic networking concepts/troubleshooting
• Experience supporting mobile devices including iPhones, iPads, and iOS environments
• Experience troubleshooting and supporting personal and network printers
• Familiarity with Microsoft Azure licensing and backend administration functions
• Experience with SCCM software deployments and endpoint management
• Comfortable working in professional environments with varying business attire expectations
• Must be willing to work onsite 5 days a week

Nice To Haves

• May require technical certification or Associate Degree
• Previous public sector or government environment experience is a plus

Responsibilities

• Serve as team or site leader, providing direction to other technicians.
• Have specialized and specific skillsets to support niche client environments.
• May assist with resource / task scheduling and resource management.
• Ensures best in class client experience across Field Engineering operations.
• Troubleshoots and resolves client escalations from team members.
• Supports roll-out of new, enhanced or upgraded products.
• Serves as subject matter expert, providing technical advice as required to help team members resolve difficult or unanticipated issues.
• Assists in providing technical training and improvement programs.
• Engages with dissatisfied clients to help resolve perceived issues, address technically complex situations and ensure satisfaction.
• Monitors equipment, system and network performance, identifying and addressing systemic and/or recurring issues.
• Develops and recommends ways to improve frontline solution processes, striving for improved client service, error reduction, operational effectiveness and efficiency.

Benefits

• This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
• Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
• This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
• If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).
• US job seekers can find more information about Unisys’ EEO commitment here.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED