Lead Technician - End User Support - Plainview, New York | STAND 8

Lead Technician - End User Support
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Lead Technician - End User Support
Date Posted:  10/22/2021
Job ID:  Job #4397
Employment Type: Contract
Location: PlainviewNew York
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Are passionate about emerging technologies that make the world a better place? 
You are the person the site manager will look to, to keep things running. Lead Technician will be responsible for supporting local and remote sites as well as helping out on projects and other events.

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in LA, Atlanta, New York, Raleigh, and more.

ESSENTIAL RESPONSIBILITIES
  • As the support engineer, you are the escalation contact for support requests. Everything from a ticket queue, walk ups to remote and phone support, along with helping out other techs when they’re stumped.  The support Engineer is the subject matter expert, the person whom other technicians can look to for support and the person the site lead looks to come up with solutions to issues.
  • You’ll touch, support, maintain configurations and records of everything end user facing, all types of endpoints, desk or laptops, mobile devices, printers or peripherals, and also make sure the data is correct.
  • Identify pain points, document them, and work on and implement solutions to ease the work of your team and the end users
  • We’re looking for people who can not only solve problems with in a set time frame based on the problem type but provide solutions & have empathy for our end users.
  • Be willing to move equipment around, work overtime as needed, travel locally between sites or during special events to help set up or provide support and if needed work off or extended hours.
  • On occasion help out with other teams to test and to keep our end points updated. When needed you’ll be the hands, eyes & ears of other groups to provide hands on support for systems or applications.
  • Help make sure that all policies and procedures for communication and escalation of incidents and issues are followed.
  • Make recommendations based on requests from various departments and locations does the research and tests various potential solutions.

SKILLS/EXPERIENCE REQUIRED
  • You’ll have worked in, and supported users & end points in a corporate type of environment, with some creative environment experience.
  • An advanced ability to not only troubleshoot issues and find the root cause of the issue, but to document the fix, or if needed clearly document steps taken to trouble shoot and provide documentation to another team that can assist.
  • As a support Engineer you will have had experience documenting difficulties and designing and implementing resolutions
  • A deep understanding of the usual OS’s & endpoints how to provision them, support and maintain then. What protects them and the software that users need and runs on them.
  • Advanced familiarity with the usage of endpoint management tools and / or modern MDM / EMM style ones. You’ll have worked with collaboration tools, conferencing systems, remote support tools, along with ticketing systems
  • You understand networking, file sharing and server systems, along with advanced trouble shooting techniques when connecting to them or diagnosing connection problems.
  • The ability to translate between tech speak to non-tech speak so that non-technical folks can understand. You are able to write up KB’s or SOP’s for fellow tech’s and end users is important.
  • An advanced understanding of scripting, scripting languages and how they can be used to automate tasks

EDUCATION REQUIREMENTS 
  • Undergraduate degree, applicable industry certificates, or equivalent experience