Job Description

The IT Site Lead will support the Company in providing IT repair, maintenance, operations, logistics, and engineering services to help ensure secure, reliable, and uninterrupted availability of IT Support and services. The successful candidate will perform all IT Site Lead duties and will manage the team of technicians that operate, maintain and administer computer networks and related computing environments in accordance with IT best practices.

• Responsible for the performance of technical support projects or tasks in accordance with contract requirements, appropriate policies, procedures, and guidelines.
• Direct and supervise all support resources for the performance of project assignments and activities.
• Manage the technical direction of a project through the design, implementation, and testing in accordance with project objectives.
• Manage team of technicians that operate, maintain and administer computer networks and related computing environment including computer hardware, software, and related documentation in accordance with IT best practices.
• Interface with customer, technical staff, team members, and management to identify issues, negotiate changes, meet deadlines, and provide strong customer service both orally and in writing, as appropriate.
• Track and support periodic hardware and software upgrades.
• Work closely with support partners to promptly resolve incidents.
• Draft and maintain site documents to include Standard Operating Procedures and Concept of Operations.
• Generate daily status reports for customer involving project updates, infrastructure metrics and ticketing trends.
• Generate weekly status reports to the Manager to include risk identification/mitigation, project updates, and ticket trends.
• Experience in managing all the IT and relative administrative tasks in a large environment.
• Ability to follow tight schedules and multitask to avoid any delay in work.
• Proficient in managing multiple projects, staying on top of multiple evolving incidents.
• Ability to perform under the most extreme stressful situations.
• Ability to motivate staff working in the team.
• Team Handling Skills
  

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

Education (if beyond High School or equivalent):

• High School or Equivalent ( with 6 yrs+ experience with 3+ as a IT Site Lead managing Large site of approx.. 2000 users]
• Bachelor\'s Degree or equivalent experience
• ITIL Certification.
• Additional and plus points are - Hardware and software certification
  • CCNA or Diploma in Hardware and networking
  • MCSE

Experience Target (in this job or a related function/field):

• 6 yrs+ experience with 3+ as a IT Site Lead managing Large site of approx.. 2000 users Technical expertise
• Managing the shifts
• Experience handling team
• Excellent communication skills
• Site support experience for IT support
• Always available during outages for the Site.
• Technical documentation.
• IT Audit and Compliance

Additionally

• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability deploy, configure, and support operating systems on desktop and mobile
• Responsible for PC\'s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).
• Maintain user PCs, including upgrades and configuration as needed.
• Keep inventory of all equipment, software, and license users.
• Install, configure, and upgrade PC software.
• Strong communication skills (across all levels of the organization).
• Administration and Maintenance of Dialer.
• Tickets SLA
• Managing checks for the dialer to keep it optimized
• Managing the required maintenance schedules with the OEM to keep the UCI functioning at an optimal level

Skills: (identify essential skills required or additional skills that enable success in performing this job

End user support

• Installation, configuration, troubleshooting, uninstallation of OS and standard Office automation applications.

• Windows Operating system support for all versions

• Installation of standard software.

• Installation of application clients on Desktops and Laptops.

• Hardware and Software upgrade on end-user computing devices.

• Configuration of printers, WI-FI, emails.

• Managing disk/folder sharing and permission settings on desktops.

• Identify the frequent problems and reporting SITEL about the generic solution.

• Installation of Patch Updates using tool / Manual as per the frequency set by SITEL.

• Prepare & Maintain standard Operating Environment (SOE) with images for quick roll out.

• SITEL will provide access to MS Lync or other custom tool to CMS engineers to aid remote support.

• Voice & Network - need to have basic L1 knowledge, crimping, colour codes, troubleshooting techniques, etc.

• Voice - Resource should be able to configure desk phones (Avaya).

LAN support

• Rectify LAN Problems at the Users end.

• Support for LAN issues limited to configuration issues excluding support to Network devices.

Smart phone support

• Configuration of Client applications on Smart Phones/Tablets.

Antivirus management

• Scanning and Removal of virus /Malware from end-user computing devices.

• Installation of antivirus tool and regular definition update.

Vendor management

• Maintaining database of the various vendors with details like contact person, telephone nos.,

• Escalation matrix, response time and resolution time commitments etc.

• Co-ordinating with the vendors to get the Incident & problems resolved and extended warranty

support.

• Escalate the problems based on the severity level as mentioned in the escalation chart and follow

up with the Supplier on best effort basis to resolve the problem.

Asset management

• Maintaining Location wise asset list.

• Monitoring AMC/ Warranty details of the asset along with third party warranty details.

• Monitoring health of systems.

• LAN sweeper access and training to be provided by SITEL.

VC support

• Testing of equipment\'s and problem rectification during meetings.

Co-ordination with third party vendor for service and support for technical issues

Remote Support

• Experience in providing remote support to users connected from Home or other locations

• VPN troubleshooting

• AWS troubleshooting

• Must have experience using RDP tools
  

Compliance

• Experience in attending Internal and External IT Audits.

• AV and windows patching and compliance.

• Experience in remediating vulnerabilities in the endpoints.

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks and time.

Manager 1 - IT Site Lead