Job Details
Senior End User Support Lead Engineer
Location: Birmingham, AL (on site Mon - Fri)
Duration: 6 months + contract to perm
End User Computing Lead
To provide Level 1 and Level 2 application support for multiple corporate business units and group of offices.
Key Accountabilities:
- Investigate and resolve complex software and hardware issues for PC and iOS devices.
- Conduct on-site troubleshooting, utilizing effective communication and technical expertise to identify and resolve user problems promptly.
- Escalate critical issues to higher-level support as needed.
- Perform device builds and configurations, ensuring hardware and software meet company specifications and are ready for user deployment.
- Responsible for deploying and retiring IT hardware. This may involve physical installation, transfer of settings or data, installation and configuration of software, or training and support for PCs, Laptops, Printers and Peripherals.
- Maintain accurate documentation of all support interactions, including troubleshooting steps, solutions, and resolution details.
- Collaborate with other IT team members and departments to resolve complex issues and ensure seamless technology integration.
- Stay up-to-date with the latest IT technologies, trends, and best practices through continuous learning and professional development.
- Provide white glove service, demonstrating professionalism, courtesy, and a positive attitude in all interactions with users.
- Travel to client offices approximately 25-30% of the time to provide on-site support and address technical needs.
Technical Knowledge:
- Experience in maintenance, support, configuration, or implementation of business applications such as SharePoint, PowerBI, Active Directory Users and Computers.
- Familiarity with Service Management ticketing systems (Jira).
- Familiar with Office 365 email systems and configurations such as email aliases, shared mailboxes, distribution lists, cloud permissions, and event resources.
Experience:
- Minimum 5+ years of experience in IT support, preferably in a deskside or help desk environment.
- CompTIA A+, CompTIA Network+, CompTIA Security +, or equivalent IT certifications.
- Demonstrated experience troubleshooting and resolving complex software and hardware issues for PCs and iOS devices.
- Strong understanding of Windows operating systems, iOS software, and Office applications.
- Proficiency in multiple operating systems (Windows, Linux, etc.) and knowledge of network protocols.
- Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms.
- Strong scripting and automation skills (e.g., PowerShell, Bash).
- Excellent problem-solving, analytical, and critical thinking skills.
- Effective communication and interpersonal skills, with the ability to build rapport and collaborate with a diverse range of users.
- Proficient in documentation practices and maintaining accurate records.
- Ability to work independently and as part of a team, prioritizing tasks and managing time effectively.
- A positive and solutions-oriented attitude with a commitment to providing exceptional customer service.
- ITIL and ITSM expert with minimum of 2 years of large or medium scale IT shop