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    End User Support lead - New York, United States - Quantum World Technologies Inc.

    Quantum World Technologies Inc.
    Quantum World Technologies Inc. New York, United States

    3 weeks ago

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    Description

    End User Support Lead

    Location: York Avenue, New York, NY

    Role and Responsibilities

    The ideal candidate will be responsible for analyzing and resolving software and hardware issues on desktops, laptops, and tablets. Below are the key activities for this role:

    • Perform Installs, Moves, Adds, and Changes (IMACD's) of hardware and software
    • Become familiar with the company's infrastructure, key contacts, and escalation procedures
    • Lead the team of EUS onsite and manage SLAs
    • Show strong understanding and communication skills when assisting clients
    • Provide break-fix support for hardware, software, and mobility issues
    • Handle Backup Tape rotation and tape Library management
    • Execute server reboots as required and collaborate with other teams
    • Mount cartridges in cartridge libraries
    • Assist with popular operating systems, software applications, and remote connection systems
    • Offer sales support during and outside business hours
    • Support user needs for various devices in office and remote settings
    • Provision, configure, deliver, and set up equipment for proper functionality
    • Collaborate with internal IT teams to ensure top-notch service delivery
    • Manage desktop image, upgrades, security patching, and configuration
    • Install and maintain computer peripherals and software
    • Troubleshoot and manage Mobile Devices
    • Experience with endpoint management software platforms and desktop provisioning technologies
    • Proficiency in Windows printing, scanning operations, and mobile devices
    • Deliver strong customer service and communication
    • Work efficiently in a fast-paced environment with multiple tasks

    Preferred Skills and Common Tasks

    • Experience with Windows 10 support and Apple Devices
      • BitLocker encryption
      • Configuration/imaging
      • Crash/BSOD resolution
      • General troubleshooting for Windows OS & iOS
      • AirWatch for Apple devices
    • Hardware support and troubleshooting
      • Troubleshoot hardware issues and replace desktop/laptop hardware
      • Install peripheral devices
    • Proficiency in Microsoft Office
      • Skilled in Word, Excel, Skype, Outlook, Access, PowerPoint
      • Knowledge in Visio, Project, and O365 support
      • Create documentation and contribute to KB articles
    • Basic network troubleshooting
      • Experience with basic network hardware and troubleshooting connectivity issues
      • Understanding of wireless/wired networks
    • Customer service skills
      • Interact professionally with customers
      • Provide a positive customer experience

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