Sr. TIM Engineer

Job Title

First level escalation contact (SPOC) for all IT services and issues reported/escalated by end users. Supervise and mentor 10+ team members at Austin location. Stays close to the customers and coordinates between Service Desk and Deskside support teams to resolve day to day tickets and issues. Communicate to Site manager/Deskside Manager/Mobility Manager/PCLM manager and L3 engineering team to understand local conditions and service experience by the end users. Make sure White glove support is provided to all VIP and C level users in the organization. Prepare Shift roster and plan resources for on call/out of office hours support for emergency services. Daily attendance report to site manager. Input weekly and monthly service data and report to Site manager/DSS manager. Good in Excel, Word and PowerPoint. Excellent in one of the ITIL based ticketing tool (Service Now is preferred). Excellent communication skills and flexible at work timings. Deskside Lead should ensure on call support to end users during weekend/holidays. Responsible for end user satisfaction and report DSAT/CCST to DSS manager. Responsible for resource management, associates appraisal inputs to DSS manager/Site manager. Motivate team members and ensure team is delivering quality work to customers. Queue management, daily ticket analysis, ticket distributions to team members, Load balancing and report aged tickets to team members. Lead owns overall ticket repressibility of the Site until closure. Provide building wise health report, Resource comp off sheet/OT report to immediate manager/supervisor on timely basis. Responsible to handle all project work/ad hoc request and plan resource accordingly. Conduct internal team meetings and participate in management meetings as needed. Responsible for team training/Balance score card and Knowledge article creation for team members.