Lead - Desktop Engineer
Everise · India
- Hybrid
- Full-time
- $100,000 / year
- India
Job highlights
- Lead desktop engineering team operations.
- Manage hardware, software, and networking.
- Ensure excellent customer service delivery.
- Troubleshoot complex technical issues.
- Mentor and guide junior engineers.
About the role
About Everise
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Job Summary
The Lead - Desktop Engineer will be responsible for overseeing and managing desktop hardware, software, and networking. This role requires a strong understanding of IT best practices, excellent communication skills, and the ability to lead and motivate a team. You will ensure outstanding customer service and satisfaction by adhering to IT metrics and goals.
Key Responsibilities
- Provide strong understanding of hardware, software, and TCP/IP networking principles, with basic knowledge of telephony and web-design principles.
- Utilize outstanding communication skills to collaborate with team members and clients.
- Motivate the team to adhere to IT best practices, meet IT metrics/goals, and deliver outstanding customer service.
- Manage and troubleshoot Microsoft Office, Patch Management, Anti-Malware, BPO Applications (CMS, RTA Softphone, VPN Citrix and such), imaging, remote assistance, anti-virus, and inventory management tools.
- Demonstrate excellent knowledge of computers (PC, Laptop, Mac) and peripherals, including Networking and Telephony devices.
- Possess advanced working knowledge of configuring and troubleshooting Windows Operating System and integrated technologies.
- Maintain a strong customer service orientation with good written and oral communication skills, keen attention to detail, and a strategic mindset.
- Manage tickets, follow-up actions, and close issues efficiently.
- Demonstrate familiarity with ITIL Processes or a high understanding of ITSM Processes.
- Provide feedback and coaching to the team, acting as a Point of Contact/Resource for escalations and inquiries.
- Understand Project Management Processes, with experience in IT security and audit with identity and remediation.
- Adapt to a fast-paced and changing environment, managing user expectations and potential risks.
- Execute other assigned tasks as delegated by appropriate management.
Qualifications
- Strong understanding of hardware, software, and TCP/IP networking principles.
- Excellent knowledge of computers (PC, Laptop and Mac) and peripherals.
- Advanced working knowledge of configuring and troubleshooting Windows Operating System.
- Familiarity with ITIL Process or ITSM Processes.
- Experience with IT security and audit.
- Strong customer service orientation and communication skills.
Key skills/competency
- Desktop Engineering
- Hardware Troubleshooting
- Software Deployment
- Network Principles
- ITIL Processes
- Customer Service
- Team Leadership
- Windows OS
- IT Security
- BPO Applications
Skills & topics
- Lead Desktop Engineer
- Desktop Support
- Hardware
- Software
- Networking
- Windows OS
- ITIL
- BPO Applications
- Customer Service
- Team Leadership
How to get hired
- Tailor your resume: Highlight experience with Windows OS, networking, and BPO applications relevant to the Lead Desktop Engineer role.
- Showcase leadership: Emphasize your experience in team motivation, coaching, and handling escalations.
- Understand ITIL: Demonstrate familiarity with ITIL or ITSM processes in your application and interviews.
- Prepare for technical questions: Be ready to discuss hardware, software, TCP/IP networking, and troubleshooting scenarios.
- Research Everise: Familiarize yourself with their mission, values, and Glassdoor reviews to align your responses.
Technical preparation
Master Windows OS configuration and troubleshooting.,Deepen knowledge of TCP/IP networking.,Familiarize with BPO specific applications.,Review ITIL and ITSM processes.
Behavioral questions
Describe a time you led a technical team.,How do you motivate others to follow best practices?,How do you handle client escalations?,Share an experience managing user expectations.
Frequently asked questions
- What are the key technical skills required for the Lead Desktop Engineer role at Everise?
- The Lead Desktop Engineer role at Everise requires a strong understanding of hardware, software, and TCP/IP networking principles. You'll need advanced working knowledge of configuring and troubleshooting Windows Operating Systems, as well as experience with BPO applications like CMS and RTA Softphone, patch management, anti-malware, and imaging tools.
- Does Everise have a strong company culture for their Lead Desktop Engineer position?
- Yes, Everise emphasizes a people-first culture, celebrating diversity and innovation. They have a 4.6/5 rating on Glassdoor and have received 'Best Place to Work' awards, indicating a positive and supportive work environment for roles like Lead Desktop Engineer.
- What level of experience is expected for the Lead Desktop Engineer role?
- While not explicitly stated, the 'Lead' title suggests a need for significant experience in desktop engineering, including team leadership, troubleshooting, and project management, particularly in IT security and audit.
- How important are communication skills for this Lead Desktop Engineer position?
- Outstanding communication skills are crucial for the Lead Desktop Engineer. You'll need to communicate effectively with your team and clients, motivate the team, and act as a point of contact for escalations and inquiries.
- What are the typical responsibilities of a Lead Desktop Engineer at Everise?
- Responsibilities include leading the desktop engineering team, managing hardware/software/networking, ensuring IT best practices, troubleshooting technical issues, providing team feedback and coaching, and executing assigned tasks. Familiarity with ITIL/ITSM processes is also important.
- Is there an opportunity for growth in this Lead Desktop Engineer role at Everise?
- Everise is a global experience company focused on innovation. While specific growth paths aren't detailed, their culture of incubating innovation suggests opportunities for professional development and advancement for dedicated employees in roles like Lead Desktop Engineer.