Desktop Support Engineer

Who we are

Artmac Soft is a technology consulting and serviceoriented IT company dedicated to providing innovative technology solutions and services to Customers.

Job Description:

• Job Title : Desktop Support Engineer
• Job Type : W2/C2C/1099
• Experience : 810 Years
• Location : San Deigo California

We are looking for a Technical Operations Manager to oversee technical support across various IT towers including EUC O365 Network Security Cloud Infrastructure and Backup. The ideal candidate will have experience in customer support operations with a strong background in team leadership.

Responsibilities:

• 810 years of experience in customer support operations.
• 68 years of experience in team leadership or management roles.
• Proven experience in managing IT operations with a focus on service delivery and SLA management.
• Experience with governance frameworks and operational reporting tools.
• Certifications such as ITIL PMP or equivalent are a plus.
• Act as the Single Point of Contact (SPOC) and escalation point for all IT userrelated issues ensuring timely resolution to meet agreed SLAs/KPIs.
• Manage operational processes including Service Desk EUC VIP Support and User Desk provisioning to support organizational SLA requirements.
• Daytoday management of resource deployment ticket queues shift management/handover SLA/KPI tracking and reporting.
• Govern and report on daily operations participating in Daily/Weekly/Monthly Governance meetings.
• Manage End User Technology upgrades Network IOS upgrades patching and drive customer initiatives across technology towers.
• Proficient in Service Management with the ability to build reports related to incidents service requests and compliance.
• Ability to multitask and solve problems innovatively by effectively engaging IT stakeholders technology teams ISPs and vendors.

Qualification:

• Bachelors degree or equivalent combination of education and experience