It Support Engineer Lead

#134427

Location: New York City, NY, 5 days onsite

Pay Rate Range: $45-70/hr, 40 hours per week

12-month W2 Contract, with possible contract extension and convertion to FTE

Typical responsibilities will include:

• Leading the 1st - 2nd line IT support specialist to provide top-notch support for our local offices as well as our worldwide remote office workers.

• Site owner for regional offices (site operation, move, and changes)

• Manages the team to perform tasks and deliver projects in a fast-paced environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution

• Ensure team members follow all processes and policies; monitor and evaluate service performance

• Develop tools and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user experience.

• Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, and plan and execute the services.

• Identify and implement opportunities for service improvement, cost optimization, and increased efficiency.

• 2 years of experience with asset auditing.

• 2 years of End-to-end project management experience

• 1 year of experience with IDF and MDF or NOC experience

• Systematic problem-solving approach with the ability to adjust quickly to changing priorities and progress in high ambiguity and uncertain areas.

• Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors. Ability to receive instructions and execute. A can do attitude and strong work ethic.

• Ability to lift 50lbs and be on site 5 days a week. This is an onsite role and not a remote/hybrid position.

• Championing the use of self-service IT resources, such as self-service support tools and knowledge base.

• Manage event support, set up AV and live stream equipment.

• Manage and update technical document standards, best practices, and policies.

• Deliver projects related to corporate computing and software such as A/V, monitoring, and productivity suite.

• Occasional weekend work and travel may be required.

Additional desired skills:

• Hardware/software/network training and/or certification in systems (such as ITIL, Comptia A+/Network+, MCSA, Apple certification, etc...).

• Scripting/Automation capability (Shell, Python, Perl PHP, C+++, Java etc).

• Multi-language speakers (local + English) are preferred for global office communication and project deliverables.

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