Service Desk Tech III

Why Compucom?
Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It!

POSITION SUMMARY:

As a Service Desk Tech III, you embody technical excellence and leadership in resolving intricate IT issues. Your role extends beyond direct problem-solving, encompassing mentoring Tech I and II agents, driving process improvements, and collaborating with diverse IT teams. Your contributions play a pivotal role in maintaining seamless operations and elevating user experiences.

RESPONSABILITIES:

• Provide expert-level technical support through various communication channels, ensuring timely and effective issue resolution.
• Lead in-depth troubleshooting and analysis of complex hardware, software, and network problems.
• Mentor Tech I and II agents, providing guidance on complex technical issues and fostering skill development.
• Collaborate with cross-functional IT teams to resolve escalated technical challenges.
• Champion process enhancements to optimize service delivery and user satisfaction.
• Document solutions and contribute to the organization's knowledge management.
• Participate in training and continuous learning to stay at the forefront of technological advancements.
• Ensure adherence to service level agreements and established protocols.
• Foster a collaborative and inclusive work environment, driving positive team dynamics.
• Stay informed about emerging technologies and industry trends relevant to the role.

Key Activities:

• Serve as an expert resource for complex technical issues and escalations.
• Lead the troubleshooting of critical incidents, identifying root causes and solutions.
• Collaborate with other teams to diagnose and resolve cross-functional issues.
• Develop and deliver technical training sessions for Service Desk Tech I and II agents.
• Assist in the creation and maintenance of advanced technical documentation.
• Analyze incident data to identify patterns and proactively address recurring problems.
• Provide feedback to management on team performance and process improvements.
• Participate in on-call rotations for after-hours support when necessary.
• Act as a liaison between the Service Desk team and other IT departments.
• Contribute to the development and execution of IT service improvement initiatives.

WE NEED FROM YOU:

Type of Experience:

• Bachelor's degree in a relevant field or equivalent work experience; industry certifications preferred.
• Exceptional technical aptitude and analytical skills for complex problem-solving.
• Outstanding communication abilities, including effective communication of technical concepts.
• Strong leadership and mentoring skills, guiding junior team members.
• Customer-centric approach, demonstrating empathy and dedication to user satisfaction.
• Ability to thrive in a fast-paced, ever-evolving environment.
• Proficiency in various operating systems, applications, and network configurations.
• Experience with advanced remote troubleshooting tools and techniques.
• A history of successful escalation management and collaboration with diverse IT teams.
• Adaptable mindset to embrace emerging technologies and industry practices.
• Previous experience in Tech II role or equivalent is essential.
• Willingness to work flexible shifts, including evenings and weekends if required.

Language Skills:

• Advanced English