Desktop Support Engineer II

Description Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests. Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality. Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones. Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities. Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues. Act as the first point of contact for day-to-day team queries, escalations and operational decisions. Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes. Propose and implement process improvements that drive efficiency, consistency and service quality across the support team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests. Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality. Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones. Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities. Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues. Act as the first point of contact for day-to-day team queries, escalations and operational decisions. Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes. Propose and implement process improvements that drive efficiency, consistency and service quality across the support team. Team Leadership & Coordination Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests. Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality. Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones. Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities. Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues. Act as the first point of contact for day-to-day team queries, escalations and operational decisions. Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes. Propose and implement process improvements that drive efficiency, consistency and service quality across the support team. Technical Support Support public and private cloud environments, and a distributed IT service desk supporting a global employee base. Apply hands‑on knowledge of Group Policy, DNS, DHCP, PowerShell scripting and IT process automation. Troubleshoot LAN/WAN issues and coordinate with ISP vendors on service tickets. Manage asset inventory, return defective equipment, document customer repairs, and maintain spare parts levels. Familiarise internal users with basic software, hardware, and peripheral device operation. Take ownership of queries, issues and problems assigned to the queue and see them through to resolution. Develop and maintain technical knowledge across all systems within the company profile and specialise in nominated areas. Work with vendor support contacts to resolve technical issues within the desktop environment. Complete regular training and process refreshes to ensure compliance with company IT policies, security standards and processes. Document and standardise processes to drive automation and ensure projects are delivered on time, on scope, and on budget. Participate in an on‑call rotation for escalated issues covering different time zones. Minimum Qualifications (knowledge, Skills, And Abilities) 5+ Years Desktop Support Experience covering Windows and Apple mac book. Extensive knowledge of unified endpoint management, e.g., Kaseya, ServiceNow, including implementation, maintenance, and administration. Excellent written, verbal, & interpersonal skills with high degree of independence with proactive thinking, ownership and responsiveness. Knowledge of ITSM tools, e.g., Service Now. Able to adhere to technical standards that augment security and infrastructure architecture. Ability to prioritize tasks, manage interruptions, and communicate effectively. Excellent written, oral, and interpersonal communication skills. Preferred: Experience with collaboration tools such as Webex, Teams, Zoom and the Atlassian Suite. Preferred: Experience with PowerShell scripting, Group Policy Object distribution and Office 365 deployment. What We Offer Open paid time off Hybrid schedule Comprehensive healthcare and wellness programs 100% company‑paid volunteer time 401k with a company match Pet Insurance Tuition/Continuing Education reimbursement program At our core, Trintechers stand committed to fostering a culture rooted in our core values - Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do. Should you require (or need) accommodations throughout any stage of the recruitment process, please provide your requirements to View email address on click.appcast.io and we will work with you to accommodate your needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Trintech Inc., is a participant in the federal E‑Verify program. This program allows employers to confirm the eligibility of their employees to work in the United States through an electronic verification process. As required by law, we will verify the identity and employment eligibility of all persons hired to work at Trintech. For more information about E‑Verify, including your rights and responsibilities, please visit Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Trintech