Senior Tech Lead L3

POSITION SUMMARY

Work closely with the Solution Architecture team to help devise the most appropriate and efficient strategy to implement targeted delivery solutions. Able to quickly adapt to changing priorities while implementing Shared Services Solutions. Provide professional assistance to external clients’ growing needs including, but not limited to desktop image management and deployment, anti-virus administration, patch management and deployment, and software deployment. Promote collaboration with other support teams in order to resolve issues with any of the shared services program offerings.

Champion continuous improvement related to processes, technologies, and service offerings to our clients. Monitor health and performance of supported client’s infrastructures. Analyze data to assess general performance of applicable infrastructures and make proactive recommendations to eliminate client’s disruptions in accordance to published SLAs while maintaining a high level of customer satisfaction.

• Provide Level-2 and 3 technical support for supported infrastructures, including but not limited to desktops, laptops, peripherals, anti-virus administration, patch management, and issues involving software deployment
• Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers, creation of WIMs
• Lead the development of information technology and infrastructure solutions when new external projects are initiated
• Participate in drafts of Statement of Work (SOW) as requested to determine if intended solution appropriately meets the customer’s needs
• Revise and recommend efficiencies on current processes and solutions
• Create software packages and deploy of approved desktop software via shared service automated software deployment tool (SCCM)
• Troubleshoot and perform Root Cause Analysis of issues related to Applications and Deployments
• Utilize any shared services tool to create standard or customized reports for further analysis of assets and software distribution
• Plan and execute maintenance, upgrades, and removals of software
• Provides timely resolution of problems or escalation of shared services program issues on behalf of clients and project team members to appropriate technical personnel
• Proactively provide continuous process improvement feedback and update standard operating procedures to improve operational efficiency
• Gather customer requirements to create and maintain desktop images or software packages for standard or specialized systems
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
• Works independently with little to no supervision.
• Create Standard Operating Environment (SOE) builds (images), baselines and application task sequences (OSD) in SCCM
• Create SCCM based application installation packages/scripts
• Create custom automated workflows in SCCM, Systrack Lakeside, and SNOW License Manager
• Create custom reports in SCCM, Systrack, Lakeside, and SNOW License Manager
• Communicate effectively with multiple clients and co-workers
• Look for opportunities to move day-to-day tasks to the Service Desk through knowledgebase articles and training
• Able to communicate highly technical information to both technical and non-technical audiences
• Provide status updates to management, project team members and end-users
• Experience presenting to clients in-person, or remotely using remote collaboration tools such as Skpe, Webex, etc.
• Provide over the phone support to remote clients or other technical support team members
• Provide desk-side support to clients as required
• Participate in training programs designed to educate customers about basic and specialized applications
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to Shared Services & Engineering support

• Ability to fill in as acting Team Lead when necessary
• Ability to work independently and take ownership
• Demonstrated solid technical and analytical skills with a minimum of 5 years’ experience
• Ability to manage IT /…