Desktop Support Lead

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of best place to work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!

Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of telephony and web-design principles.

Outstanding communication skills to team and clients. Ability to motivate the team to adhere IT best practice, meet IT metrics/goals and deliver outstanding customer services and satisfaction to clients and on a consistent basis.

Strong knowledge in Microsoft Office, patch management, anti-malware, BPO application (CMS, RTA softphone, VPN Citrix and such) imaging, remote assistance, anti-virus and inventory management tools.

Excellent knowledge of computers (PC, laptop and Mac) and peripherals, with networking and telephony devices knowledge.

Advanced working knowledge of configuring and troubleshooting Windows operating system and technologies that are integrated along with application.

Strong customer service orientation, good written and oral communication skills, keen attention to details with a strategic and holistic mindset, self-motivated and directed.

Working knowledge of managing tickets, follow up actions and close issues. Familiarity with ITIL process or show high understanding of the ITSM process.

Ability to provide feedback/coaching to the team and be a point of contact/resource for escalation and inquiry.

Understanding of project management process with experiences with IT security and audit with identity and remediation.

Ability to work in a fast-paced and changing environment, manage user expectations and potential risks.

Execute other assigned tasks as delegated by appropriate management.

If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.