VIP Support & Onsite Team Lead
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 ensures a best-in-class client experience across Field Engineering operations by troubleshooting and resolving client escalations, supporting new product roll-outs, and acting as a subject matter expert. The role also involves providing technical training, engaging with dissatisfied clients to resolve issues, 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
