Team Lead

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a global provider of managed services infrastructure solutions consulting and products. The Company offers endtoend managed services technology and consulting to enable the digital workplace for enterprise midsize and small businesses. In business since 1987 Client provides Managed Workplace Services including IT solutions and hardware and software resale integration and support services and has numerous partnerships within the technology space such as HP IBM Cisco Dell Apple Inc Jamf Pro AirWatch and Microsoft.

• Serves as technical escalation point and initial customer contact for escalations and issues.

• Provides daytoday operational leadership and technical support to team and end users.

• Offers feedback and recommendations to management regarding technicians and operational performance.

• Receives and communicates team process procedures and expectations.

• Manages projects.

• Performs technical support for network infrastructure and internal desktop systems software and hardware with minimal supervision.

• Installs configures and troubleshoots desktop systems workstations servers and network.

• Maintains passwords data integrity and file system security for the desktop environment.

• Communicates highly technical information to both technical and nontechnical personnel.

• Recommends hardware and software solutions including new acquisitions and upgrades.

• May participate in development of information technology and infrastructure projects.

• May conduct training programs designed to educate an organizations computer users about basic and specialized applications.

• May involve use of problem management databases and help desk system.

• The Team Lead Level applies job skills and company policies and procedures to complete a variety of tasks.

• Leads others and works on assignments that are semiroutine in nature where ability to recognize deviation from accepted practice is required.

• Normally receives and communicates to team instructions on routine work and detailed instructions on new assignments.

• Administrative management duties of personnel may include time and record keeping compliance review overseeing work assignments scheduling of team.

• Perform administrative management duties of personnel such as time and record keeping compliance review overseeing work assignments scheduling of team.

• Lead staff meetings to communicate information and facilitate knowledge sharing.

• May represent client at customer meetings on operational performance and related issues.

• Monitor service delivery metrics and prepare operational reports for management review.

• Create technical documents and maintain knowledge base.

• Conduct training on new process procedures and technology.

• Support new hire assimilation.

• Rapid response and ownership of issues and requests reported by customers via case management system telephone or email.

• Perform general technical support and troubleshoots and desktop systems software and hardware.

• Perform computer hardware and software installation and configuration.

• Investigate system problems and provide solutions using specific product knowledge system utilities and operating environment.

• Perform installs moves add changes and decommission of computer equipment.

• Follow established process and procedures to satisfy job requirements.

• Provide user data and application recovery.

• Document and report on all work performed on behalf of customers.

• Maintain accurate inventory and support records.

• Maintain knowledge and certifications necessary to support computer equipment and peripherals.

• Represents client in a professional and businesslike manner and communicates effectively with customers and associates.

• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

• Manage projects to successful completion.

• Other related duties as assigned.

• Requires a bachelors degree and 35 years of related experience or equivalent combination of experience and education.