it desktop support team lead | budapest

zsófia tóth, randstad hungary
job type
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job details

job category
IT / telecom
job type
reference number
997 / 190
zsófia tóth, randstad hungary
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Pozíció leírása / Job description

Main tasks & responsibilities:

-Leading the IT support team for Tungsram Group Budapest HQ and other sites in Hungary and abroad
-VIP support for Tungsram Group senior management team
-Infrastructure architecture and support
-Good communication, especially towards senior management level
-Good problem solver
-Leader, mentor, coach attitude toward team mates
-Patient, customer focused mindset
-Understands priorities and acts accordingly
-Creative mindset with new kind of incidents, issues
-Project management from technical and process perspective
-People management for direct employees and contractors

Special tasks & responsibilities:
-Lead the team on research, maintenance, installation and troubleshoot aspects of laptop and desktop hardware and associated software
-Follow processes and testing procedures to ensure a high quality of work is delivered to the end-user with no or minimal disruptions, create the same culture in the support team
-Be able to take proactive corrective actions to resolve issues in advance of system problems
-Complete other tasks as assigned by manager
-Responsible of the following: Installs, configuration, analyzes, resolves and repairs, hardware and software issues involving Windows and Mac OS based computer systems and peripherals
-Make sure the team provides support of the desktop environment in accordance with defined standards and procedures.
-Maintain password security, data integrity, and file system security for the desktop environment.
-Make sure the team responds quickly, thoroughly documents, and closes all assigned cases through the designated tracking system.
-Communicate with customers, peers, and management concerning the status of cases, problems, or suggestions.
Act as escalation point
-Perform troubleshooting and determines the root cause of problems with software or hardware incompatibilities or network connectivity issues.
-Provide high quality support for local management team (VIP support)
-Provide support and coordination of the mobile devices and services
-Administer and control the IT stock and inventory for the Budapest HQ
-Order new devices to the IT stock for the Budapest HQ
-Provide support, coordinate IT local teams for Tungsram Group’s sites in Hungary and other countries
-Help to build the new IT infrastructure for Tungsram Group
Help in the creation of the Desktop Support, VIP Support, Infrastructure related SOP-s
-Help and coach the members of the Desktop Support, act as subject matter expert especially for VIP and mobile support within the team
-Do regular performance development activities as part of people management
-Delegate tasks according to the team knowledge and possibility to grow

Elvárások / Requirements

-Associates Degree or its equivalent experience of 5+ years in desktop support
-5+ years of experience working with customers through the Help Desk and must be comfortable having direct customer contact
-5+ years of experience reimaging machines for Windows and Mac
-Must be proficient in providing Desktop support in an Active -Directory environment
-Must be proficient in supporting Windows 10, 7, XP, and some -Mac OS support is preferred
-Experience with ticketing systems, such as ServiceNow
-Experience in mobility support
-Experience in VIP support
-Experience in technical project management
-Proven people management skills
-Technical certification, such as A+ or MCP
-Effective communication in English (written & verbal)

Kapcsolattartó / Applications

Zsófia Tóth