IT Support Lead

VIP Support - Technical Support Lead

• Provide white-glove hands-on or remote support to high level executive employees
• Take complete ownership that results in successful and timely resolution of all VIP support requests
• Escalation point for a team of 5 support resources
• Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and explain/demonstrate new IT solutions delivered by Enel
• Provide expert knowledge and support in MacOS, Windows 10 & Windows 11 OS configuration and support, Office 365 (including Exchange, SharePoint, Teams), Outlook, Excel, Word, Visio, and Power Point
• Document, maintain, upgrade, or replace hardware
• Supports user account information including rights, security, and system groups
• Software installs via Software Center, reimaging, and configurations
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment, etc.
• Perform work in compliance within specified manufacturer warranty requirements and schedule manufacturer warranty repairs on-site or remote
• Troubleshoot and restore to service any personal computers (PC), MACs, notebooks or any other equipment that has authorized access to the network
• Engage vendor support contacts to resolve technical issues within the desktop environment
• Promptly elevate issues after exhausting all resources, according to internal process
• Provide training to end users on how to operate equipment as requested
• Ensure service delivery in accordance with established service level agreements (SLAs) and Key performance Indicators (KPIs)
• Learn, remain current and follow all processes that are documented for support
• Document work in detail via Service Now tickets
• Document new fixes and procedures
• Availability to perform walk-up support
• Coach and mentor lesser skilled resources

• 8 years of experience in Advanced Technical Support. 4 years as a Technical Support Lead
• Excellent ability to decipher technical IT information and clarify it for senior employees
• Experience supporting Windows 10, 11, Android, iOS/iPad with the ability to troubleshoot "on the fly"
• Proven strengths in technical capability, professionalism, communication, attention to detail, deadlines
• Strong MAC OS experience
• Power Shell
• Experience with GPO troubleshooting, logs and command line functions
• Strong network troubleshooting skills
• Experience with iPhones, iPads, Mac Books, and common apps for both PC and Apple products
• Basic Directory Service administration (Active Directory, Azure AD)
• Experience resolving technical issues with AV system components in conference rooms
• Experience with working based on knowledge articles (KBAs)
• Ability to operate in a team and/or individual environment
• Experience with Service Now ticketing and Asset Management workflow
• Superior communication skills, written and verbal

• CompTIA A+
• Networking+
• Cloud+
• Microsoft 365 Fundamentals
• Familiar with ITIL Foundation processes
• SCCM and Intune
• Leadership ability
• Self-confident self-starter with rock star analytical and problem-solving skills
• Experience in international collaboration with other support teams