Field Services Team Leader

2 days ago

Melbourne, Australia Stefanini, Inc Full time

**Who we are**:
**What will you do?**
- Provide Windows, software, and hardware support, onsite in a corporate environment
- Stage, provision, and deploy IT machines to end users following best business practices
- Diagnose, troubleshoot, and implement fixes for a variety of information technology topology
- Configure, troubleshoot, and deploy mobile devices & other audio/ visual equipment
- Troubleshoot VPN, and VDI
- Guide and mentor team members advanced technical level procedures
- Provide training and feedback, individually and in group settings
- Coordinate team schedule, Set daily priorities, and workload assignments
- Create, modify, and follow appropriate KB articles
- Manage workload via ticketing software
- Smart Hands remote support for offsite resolver groups
- Inventory management of IT assets including asset auditing
- Provide support at other client locations as needed
- Provide 'White Glove' support for senior leadership and VIPs
- Interface with client and internal leadership, providing updates and alignment
- Escalation Point for significant events
- Other duties as assigned
- 3-5+ years corporate deskside support within a managed service evironment or equivalent experience with strong emphasis supporting Microsoft Windows
- Ability to manage team priorities and tasks leveraging ITSM ticketing software and workflow processes to ensure adherence to Service Level Agreements
- Ability to provide training and feedback, individually and in group settings
- Ability to prioritize and complete and delegate work tasks in a group and independently with mínimal supervision
- Ability to maintain composure while handle challenging, dynamic, rapid-response user support
- Ability to communicate technical information to non-technical audiences
- Advanced level experience with Microsoft Office/ Office 365 suite
- Advanced level experience with computer imaging software and data migration processes (e.g., SCCM, Intune, Autopilot or equivalent)
- Advanced level understanding of Active Directory (OU/ Domain Trust Relationship concepts)
- Advanced level understanding of Windows 10 architecture including permissions, file structure and registry
- Experience with endpoint protection and encryption (Bitlocker) support
- Advanced level experience using remote desktop support tools

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