**This is a full-time contractor role payable at $40 per hour**

We are seeking a highly skilled and experienced Senior Senior IT Customer Deskside Engineer to provide expert technical support for hardware, software, and network-related issues. In this role, you will be responsible for overseeing the day-to-day operations of the local site, managing various technical queues, and ensuring smooth and efficient delivery of services for both internal and external customers. As a key part of the team, you will also take on leadership responsibilities, managing small teams, leading technical projects, and providing training to new engineers.

The Senior IT Customer Deskside Engineer will work closely with the service manager and other teams to resolve complex customer issues, manage technical operations, and maintain a high level of customer satisfaction.

Key Responsibilities:

• Site Management & Leadership:

  • Report directly to the Local Account Team Manager.
  • Serve as the primary manager for local site queues, ensuring smooth operations.
  • Host and facilitate the Site Daily Queue Strategy Meetings.
  • Oversee and manage the Tech-in-Residence and MyIT Minute (Tech Bar).
  • Coordinate conference room support, including scheduling and maintenance planning.
  • Supervise technical staff and provide leadership on projects and daily operations.

• Customer & Incident Support:

  • Provide expert solutions to complex customer problems by clarifying, investigating, and resolving incidents.
  • Act as the local escalation point for onsite services and customer concerns.
  • Ensure customer satisfaction by resolving issues quickly and minimizing business impact.
  • Maintain consistent communication with internal and external customers to provide seamless support.

• Operational Efficiency & Strategy:

  • Collaborate with the service manager to ensure projects are delivered on time, within budget, and according to schedule.
  • Analyze trends in technical issues and recommend improvements to operations, documentation, or implementation.
  • Manage and allocate workload effectively to ensure all business needs and deadlines are met.
  • Provide technical leadership within your area of expertise and contribute to the development of technical procedures and standards.

• Training & Mentorship:

  • Serve as the primary or backup for client orientation, engineer training, and technical support sessions.
  • Mentor and guide other engineers, sharing best practices and technical insights.

Core Values:

• Putting Customers First:

  • Proactively resolve customer escalations and provide timely solutions.
  • Maintain a focus on customer satisfaction and experience, ensuring the highest level of service.

• Being Straightforward:

  • Communicate clearly and concisely to ensure clarity of objectives, outcomes, and timelines.
  • Maintain accurate and comprehensive documentation of all customer interactions and incident resolutions.

• Keeping Promises:

  • Deliver on commitments by meeting deadlines and providing status updates.
  • Ensure compliance with company and customer procedures in all work activities.

• Understanding People Matter:

  • Build strong networks and relationships across teams.
  • Provide mentorship and guidance to junior staff members and foster a collaborative team environment.

• Considering the Long Term:

  • Identify development needs aligned with business objectives and pursue growth opportunities.
  • Provide strategic technical consulting based on best practices and industry standards.

• Inspiring Success:

  • Exercise independent judgment to solve complex issues and guide teams to success.
  • Contribute to the development of internal processes and work with teams to drive continuous improvement.

Ideal Candidate:

• Experience:

  • 7+ years of experience in an IT service environment.
  • Strong experience with ticketing systems, such as ServiceNow.
  • Proven ability to provide hardware break-fix support, PC imaging, and troubleshooting.
  • Experience in providing mobile phone and audio-visual support.

• Technical Skills:

  • Strong understanding of hardware, software, and networking principles.
  • Ability to resolve complex technical issues independently.
  • Familiarity with ServiceNow or similar IT service management platforms.

• Qualifications:

  • A technical degree (BA or equivalent technical school degree) or equivalent experience is preferred.
  • Industry certifications (e.g., ITIL, CompTIA A+, etc.) are a plus.
  • Authorized to work in the United States.

• Soft Skills:

  • Excellent organizational and time management skills.
  • Strong interpersonal, literacy, and numeracy skills.
  • Ability to work under pressure and manage tight deadlines.
  • Excellent customer service and communication skills.

Additional Skills/Bonus Points:

• Experience managing teams and leading technical projects.
• Proficiency in service management processes and tools.
• Prior experience in mobile device support, troubleshooting, and technical consulting.

Why You Should Apply:

If you are a proactive, experienced Senior IT Customer Deskside Engineer with a passion for customer service and technical leadership, we would love to hear from you! Join a collaborative, dynamic team where you can make an impact and contribute to the success of our clients.

Pay: $40.00 per hour

Hours: Mon - Fri

Immediate start pending successful interview and relevant checks