VIP Support & Onsite Team Lead

Unisys

Santa Clara, United States of America

yesterday

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Senior

Compensation

$ 90K

Santa Clara, United States of America

Microsoft Windows

iOS

Azure

VoIP

Computer Networks

Microsoft Software

System Center Configuration Manager

Software Deployment

Backend

ServiceNow

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.

High School Diploma or GED required
May require technical certification or Associate Degree
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
Previous public sector or government environment experience is a plus
Must be willing to work onsite 5 days a week