Serve as the technical expert in the analysis, design, development, and implementation of deployment solutions, modifications, and enhancements.
Serve as the technical expert in all aspects of the deployment and systems management that involve multiple technology disciplines.
Provide top-level consultation and technical expertise to senior and mid-level management on Windows PC and Mac deployment and systems management topics.
Assist Product and Sales when needed.
Design, conduct, and document UAT and end-to-end solution quality tests.
Responsibilities
Handle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queues.
Provide technical phone support for users of the Workplace product and accurately log all interactions in the ticketing system.
Navigate technical documentation to follow appropriate troubleshooting steps for reported issues.
Monitor ticket queues to ensure SLA compliance and escalate when necessary.
Maintain clear and consistent documentation of incidents and resolution notes using Zendesk.
Deliver remote desktop support to both client and internal users.
Proactively identify emerging issues and act quickly to mitigate impact.
Notify management of trending technical problems and contribute ideas for process improvements..
Build effective cross-functional relationships to support escalation paths and end-user success.
Uphold a positive, professional atmosphere with both customers and colleagues.
