Cynet systems Inc
Job Description
The Deskside Support Team Lead will manage and oversee a team of deskside support engineers, ensuring adherence to SLAs and providing high-quality technical support.
The role involves troubleshooting hardware and software issues, managing ITIL-based ticketing systems, and serving as the primary point of contact for customer issues.
Responsibilities
Manage a team of deskside support engineers, ensuring performance, adherence to SLAs, and delivery of high-quality support.
Act as a single point of contact for customer escalations and maintain strong customer relationships.
Handle tickets and requests, troubleshoot reported issues, and take necessary steps to resolve them.
Build, configure, and maintain PCs, laptops, and peripheral equipment; install and troubleshoot software applications including Outlook, Wi-Fi, VPN, and backup systems.
Setup and troubleshoot printers, faxes, copiers, RF guns, phone equipment, and meeting room VC devices.
Track and manage work tickets using ITIL-based ticketing systems such as ServiceNow or Remedy.
Troubleshoot network connectivity, hardware, and software issues across desktops, workstations, notebooks, printers, and handheld devices.
Perform repairs, imaging, reimaging, and maintenance on computers and authorized peripheral equipment.
Support mobile devices including iOS, Android, and Blackberry; assist with setup, activation, and performance issues.
Perform asset inventory activities and maintain documentation for processes and procedures.
Provide frontline customer support, including hardware and software troubleshooting at designated support areas.
Required Skills / Experience
Minimum 5 years of experience in deskside, onsite, or local IT support roles.
Proven experience managing a deskside support team.
Strong knowledge of Microsoft operating systems (Windows 11), Mac OS, iPad, and Android devices.
Proficiency with MS Office applications (Outlook, Word, Excel, PowerPoint), and knowledge of MS Project and Visio.
Hands-on experience with meeting room VC devices, network, and data center equipment.
Experience with Windows image build processes and SCCM deployments.
Basic understanding of audio/video equipment and conference room setups.
Proficiency in remote desktop tools such as SMS, Bomgar, WebEx, and native Windows tools.
Strong troubleshooting skills for desktops, laptops, printers, handhelds, and mobile devices.
ITIL awareness and experience adhering to ITIL processes.
Excellent customer service, communication, and documentation skills.
Soft Skills
Strong verbal and written communication skills.
Ability to handle unforeseen situations and adapt quickly.
High level of professionalism, acceptance, and client-focused approach.
Ability to mentor and guide team members.
Certifications
A+ Certification preferred.
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The Deskside Support Team Lead will manage and oversee a team of deskside support engineers, ensuring adherence to SLAs and providing high-quality technical support.
The role involves troubleshooting hardware and software issues, managing ITIL-based ticketing systems, and serving as the primary point of contact for customer issues.
Responsibilities
Manage a team of deskside support engineers, ensuring performance, adherence to SLAs, and delivery of high-quality support.
Act as a single point of contact for customer escalations and maintain strong customer relationships.
Handle tickets and requests, troubleshoot reported issues, and take necessary steps to resolve them.
Build, configure, and maintain PCs, laptops, and peripheral equipment; install and troubleshoot software applications including Outlook, Wi-Fi, VPN, and backup systems.
Setup and troubleshoot printers, faxes, copiers, RF guns, phone equipment, and meeting room VC devices.
Track and manage work tickets using ITIL-based ticketing systems such as ServiceNow or Remedy.
Troubleshoot network connectivity, hardware, and software issues across desktops, workstations, notebooks, printers, and handheld devices.
Perform repairs, imaging, reimaging, and maintenance on computers and authorized peripheral equipment.
Support mobile devices including iOS, Android, and Blackberry; assist with setup, activation, and performance issues.
Perform asset inventory activities and maintain documentation for processes and procedures.
Provide frontline customer support, including hardware and software troubleshooting at designated support areas.
Required Skills / Experience
Minimum 5 years of experience in deskside, onsite, or local IT support roles.
Proven experience managing a deskside support team.
Strong knowledge of Microsoft operating systems (Windows 11), Mac OS, iPad, and Android devices.
Proficiency with MS Office applications (Outlook, Word, Excel, PowerPoint), and knowledge of MS Project and Visio.
Hands-on experience with meeting room VC devices, network, and data center equipment.
Experience with Windows image build processes and SCCM deployments.
Basic understanding of audio/video equipment and conference room setups.
Proficiency in remote desktop tools such as SMS, Bomgar, WebEx, and native Windows tools.
Strong troubleshooting skills for desktops, laptops, printers, handhelds, and mobile devices.
ITIL awareness and experience adhering to ITIL processes.
Excellent customer service, communication, and documentation skills.
Soft Skills
Strong verbal and written communication skills.
Ability to handle unforeseen situations and adapt quickly.
High level of professionalism, acceptance, and client-focused approach.
Ability to mentor and guide team members.
Certifications
A+ Certification preferred.
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