Desktop Support Site Lead VXI Global Solutions Los Angelesposted by admin on October 22, 2020
Short Description :Point of contact with clients on conference calls and facetoface meetings O Degree or certifications in related field a plus O Requires 5 or more years of related technical and managerial experience in a helpdesk or technical environment The Desktop Support Lead ,…
Full Description :
The Desktop Support Lead will be responsible for overseeing timely delivery of quality technical support to internal and external clients. He or she will be managing a small team of approximately 2-3 support personnel located at their site. In some instances, there must be coordinated efforts with our technical teams in our Los Angeles headquarters, and Asia/Europe offices.
VXI Global Solutions is a leading provider of business process and information technology outsourcing offering comprehensive services to its clients. VXI specializes in call center and BPO services, software development, quality assurance testing, and infrastructure outsourcing.
o Degree or certifications in related field a plus.
o Requires 5 or more years of related technical and managerial experience in a helpdesk or technical environment.
o Strong customer service skills, including strong written and verbal communication skills.
o Strong documentation and solutions delivery experience.
o Flexible schedule that may at times require overnight work to support off-production maintenance.
o Experience in companies >1000 staff across multiple locations a plus.
o Extensive experience in Windows-based software systems such as Active Directory, Office/Exchange, Server, etc.
ESSENTIAL JOB FUNCTIONS
o Support, maintain, administer, and manage Helpdesk Ticketing platforms.
o Support the production and back-office areas, ensuring 24/7 uptime for all users.
o Manage support personnel via regular staff meetings, SLA management, and reporting.
o Work in a fast paced team environment.
o Remote/virtual management of personnel across multiple domestic sites with occasional coordination with offices abroad.
o Use written and verbal communication skills to present department plans, feedback, goals, and activities to individuals and groups throughout the organization.
o Supporting in-house Microsoft Windows based software as well as client based systems.
o Understanding of basic network, telephony, server architecture and equipment.
o Effective use of monitoring applications and equipment, from Cisco based core switches to power management and backup systems.
o Participation, including assuming the role of overall IT point of contact with clients on conference calls and face-to-face meetings.
o Act as escalation point with occasional 24/7 on-call support for major outages and client support
o Ensure all members of team are in line with proper escalation procedures as well as coordination with engineering teams at headquarters
o Medium physical work required at times, exertion of up to 40 pounds.
o Approximately 15% domestic travel required.
Job Type: Full-time
Pay: $22.00 per hour
- Dental insurance
- Health insurance
- Vision insurance
- 8 hour shift
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