Alpharetta location preferred

Plano, Texas also preferred

Open to location, but must be Hybrid 3 days a week onsite

Position Description:

The candidate will be Level 2/3 desktop support technician for the wealth management technology desktop operation and escalation Team. The candidate will be responsible for managing senior escalations, deep dive analysis of branch environment, white glove service, onsite support, project activities, and technical solution deployments.

Executive Summary:

The DOE (Desktop Operations and Escalations) Team manages escalations of a technical nature from various clients (DSS, SDM, Service Desk, and Senior IT and Business Managers). They are considered Level 2/3 within the workplace support services internal support structure and require both a high level of technical acumen combined with well-developed verbal and written interpersonal and communication skills.

Responsibilities:

? Day to day management of tickets, requests, and escalations from VIP users and Senior Managers both within IT and the business as well as for issues that are in-depth and chronic in nature.

? Senior Management Escalations - Advanced technical knowledge and business insight, handle escalations and specialized services

? Onsite Visits: Dedicated Senior L2 - L3 support on site at a branch to investigate and resolve an issue.

? Remote Support: Remote support for users working from home, resolving issues with home systems and personal devices, cabling, network equipment, service provider engagement.

? Branch Analysis: Deep dive investigation into latency issues and chronic problems in a branch

? White Glove Service: Bundled service package of all services for an extended amount of time plus in-depth troubleshooting.

? Knowledge Management Process - Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process.

? Problem Management participation identify issues in the environment escalated from within Wealth Management and ISG.

? Participation in on-call team rotations- Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends. Off Hours Support is to cover specific tiers, ED's and above and/or silver, gold tiers, and President/ Chairman??s club end-users

? Project Participation: Providing project and status reporting for projects where DOE participation is needed. Attending meetings, outage bridges and managing any workflow back to the team.

Required skills:

? A minimum of 5-7 years of progressive level II Desktop, Server, and Network support or related experience

? Microsoft certifications: MCP/MCSA/MOS/MCSE and/or MS-365/Azure, Cisco CCNA desirable

? Excellent knowledge of Windows 7/10 environment

? Prior knowledge of VMware and Citrix

? Familiarity with PowerShell, VBScript, JavaScript, HTML

? Intermediate Knowledge of MS Exchange/Messaging applications, including but not limited to Outlook, Skype, and MS teams

? Mac, iPad/iPhone support knowledge

? Knowledge of VPN infrastructure, troubleshooting of MS Direct-Access, AOVPN

? Internet browser proxy experience

Nice to have:

? Cisco CCNA certification

? Intermediate knowledge of Network Architecture and Topologies/Network

? Knowledge of monitoring tools for Network and Workstations, including but not limited to SevOne, Corvil, Extrahop, Splunk, Fiddller, Wireshark