IT Service Specialist Team Lead

IT Service Specialist Team Lead - Job Description

JOB SUMMARY

As a hands-on Team Leader of the Field Services team the candidate will provide onsite IT support with very good customer service, technical expertise and timeliness in a client/3 rd party environment.. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site incident resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide smart-hands support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Prerequisites for all candidates:

Experience of leading a team of 4 or more staff

Experience of working with European or US-based multinational corporations, preferably financial services

Minimum experience 5+ years in field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)

Eligible to work in the target country

Prepared to work 5 days per week onsite (not remote)

Prepared to join our team’s rota to cover public holidays when required

Experiencing of planning and participating in shift rotas (office hours) and on-call rota (out of hours)

Proven track record of managing customer escalations

Proven ability to communicate effectively with a wide variety of customers by phone, in person or via e-mail

Essential Duties and Responsibilities

Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.

Develops and provides technical coaching and mentoring to other desktop services staff and company associates.

Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction.

Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment.

Participate in team projects as requested.

Use client’s IT ticketing system to respond to end user issues

Videoconferencing experience including operation, call set-up and equipment

Smart-hands support to 3 rd line remote teams

Technical Skills and Personal Abilities

Strong analytical and troubleshooting skills

PC hardware repair (Dell/Client/Lenovo) and Windows operating system support

Apple Mac build and support

Software installation/troubleshooting

Experience performing technology refreshes

Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair

Experience in working with third party client managed mobile applications

Asset tracking – Weekly tracking of New/Deployed Asset, Lost/Stolen Asset

Stock room management

Basic support in Video conferencing equipment

Demonstrate initiative and act independently to resolve problems

Hands on Experience in server side maintenance like upgrading and patching activities.

Basic Knowledge of Network & Telephony Support

Ability to work with customers and achieve successful outcomes in handling difficult situations

High level of personal integrity with accountability for results

Customer focused – “Customer is #1” attitude

Detail oriented

Education / Expertise

Technical degree (BSc or MSc)

Minimum 5 years of experience in hardware, software and basic network troubleshooting in a Deskside/Field Service support environment.

Technical Certification will be an added advantage

Job type: Contract Division: eTeam Workforce Limited - Netherland Reference: 23-02322