Lead Desktop Engineer

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