Location: Plano, Dallas, Texas

Timings: 8AM to 5PM

***Immediate Joiners Only***

 

Summary

Provide direct leadership of the Global Desktop Support teams to assure end user ticket management, timely ticket resolution and laptop/desktop pre-deployment and delivery oversight and support including asset and security management and reporting

 

Primary Roles & Responsibilities:

Taking ownership of Laptop/Desktop procurement, deployment and management globallyOversee Laptop/Desktop imaging including installations of all appropriate applications and security layersResponsible for assuring company end users are provided efficient and timely delivery and supportPerforms staff scheduling to ensure coverage during normal business hours and on-call support as required to facilitate global/regional supportOwning Asset Management for Laptop/Desktop globally with continuing updates as endpoint and user populations changeConceptualize, Develop, execute and administer Security Policies for Laptop/Desktop deployment globallyRepresent the desktop team and prepare for end point security auditsShould have ability to work with cross-functional teams and their leadership to not only to understand their requirement but also to work with HR teams to gather data about projected hiring plan and procure laptop/desktop accordinglyIsolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are foundEnsures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the departmentPerforms duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and serviceServes as the around-the-clock contact for all related desktop / laptop end user support issues, providing advanced first level technology supportManagement skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this positionDemonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on scheduleRemains on-call during off-peak hours to respond to support service issues.

Job Description:

Configure, test, and deploy hardware and software to users both locally and remotelyTroubleshoot and repair break/fix issuesDevelop and maintain professional and productive relationships with clients, infrastructure vendors such as end user compute equipment, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectationsProvide technical overview of product architecture, functionality, system / data requirements and integration of Laptop/Workstation enterprise applicationsContinuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analyticsContinuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill set in the operating systems, networking infrastructure and products & services that BBOX supportImplement and make recommendations to improve methodologies, core competencies and processes for deployment to ensure stable and quality product & service delivery consistent with company objectives and client expectationsMaintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations.Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAsActively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day end point and end user delivery operations and the client experienceFoster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute deployment functions and company prioritiesUtilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performanceAchieve performance targets established by leadership for applicable Key Performance Indicators.Perform other duties as assigned by management

Technical Qualifications:

Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.
Microsoft Outlook 365, Word, Excel, Intune, Autopilot, Hybrid AD join, MDM, MAM, Cisco AnyConnect, CrowdStrike, backup tools
Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail.
Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
Active Directory Password resets and User properties.
Working knowledge of Microsoft Teams audio/video conferencing systems
Laptop backups

 

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