Required Skills and Experience:
- Should have managed a Desktop Support/Field Services team which is spread across different locations.
- Strong understanding of SLAs and CPIs and ITIL concepts
- Working knowledge of the Customer ITSM Tool specially ServiceNow.
- Strong technical background on Desktops Laptops Rugged case laptops and End User Desktop support.
- At least three years of experience in technical service delivery
- Proficient communication skills
- Demonstrated technical experience supporting mobile devices.
- Work experience and extensive knowledge of Windows builds and Software break/fix
- Working knowledge of PC Refresh
- Knowledge on Tablets or Rugged Laptops
- Troubleshooting skills on Hardware Software.
- Understanding of Active Directory SCCM Imaging BitLocker Networking concepts.
- Performs install move add and change (IMAC) activities as well as data backups and restores as applicable. Serves as the main interface to Authorized Users.
- Coordinates Incident and Problem resolution with other Towers as applicable. Supports Authorized Users and End User Devices and performs break/fix and refresh activities as required by Customer.
- Remote Desktop support experience
- Work experience and extensive knowledge of Windows builds and Software break/fix