Potential Candidates for the position, must possess the following key skills, experience, and educational qualifications: 1. Must have experience in Operations or Supply Chain (i.e. Order Management - Order planning, Order processing / execution, Order triaging and Order Tracking). 2. Knowledge / experience working with SQL and Dash-boarding technologies, will be an added advantage (i.e. Nice to have). 3. 3 - 5 years of relevant working experience. Job Description & Responsibilities: This role requires attention to detail in the following areas: 1. Receive requests for additional capacity from the partner teams. Review feasibility of landing additional resources. 2. Execute order processing and execution, including order submission, order triaging, order tracking. Be able to submit orders and triage any blockers. 3. Collaborate with Cloud Fulfillment planners for hand-off of order planning and execution, share details of blockers, triage and unblock issues. 4. Follow-up where orders are infeasible or declined to understand the reasons and suggest alternatives. 5. Follow-up with bugs and emails requesting updates on orders. 6. Prepare for order approvals by ensuring data completeness and the templates updated. 7. Execute mdb transfers for machines in free state in cloud-nhl-clusters to the requested mdb group for testing, validation, or production. 8. Handle ad-hoc tasks, where applicable, for operational throughput and towards the overall program & service offerings.
What this Job Entails: The Vendor Management role will be responsible for managing multiple suppliers who provide telecommunications services to our client, including resolution of complex billing issues and ensuring data integrity of client’s TEM platform for accurate reporting and auditing of telecommunications expenses. Additionally, the Vendor Management role is responsible for ensuring there is adequate funding available to make timely and accurate payment of all supplier invoices and plays a key role in delivering high-value services to the business stakeholders. Scope: Applies company policies and procedures to resolve a variety of issues Works on problems of moderate scope Receives general instructions on routine work and detailed instructions on new projects Your Roles and Responsibilities: Participate in managing global supplier relationship from an invoice perspective Engage in resolving complex billing issues to resolution Participate in managing the funding process to ensure adequate funding exists using client AP policies and procedures Initiate cost savings claims with suppliers when amounts billed deviate from contractual pricing Engage in overseeing data integrity of vendor accounts in database Collaborate with cross-functional teams to support data quality throughout the process Maintain vendor and internal relationships to ensure timely payment, resolution of billing questions/issues and disputes Communicate with negotiators, project managers, legal, and finance to ensure adherence to contracted commercial terms Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position Required Qualifications/Skills: Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience Builds productive internal and external working relationships Exercises judgment within defined procedures and practices to determine appropriate action Excellent oral/written communication, interpersonal, and analytical skills Ability to interact with multiple levels within a company Able to work successfully both individually as well as to contribute as a team player Level spreadsheets and basic data analytics skills Outstanding organizational, prioritization, and multitasking skills Attention to detail and a sense of urgency Ability to meet deadlines on a consistent basis Understanding of technical concepts related to data center operations and/or network backbone operations preferred Self-starter with ability to accept responsibility for projects and see them through to completion Preferred Qualifications: Telecom/data center cost experience Physical Demand & Work Environment: Must have the ability to perform office-related tasks which may include prolonged sitting or standing Must have the ability to move from place to place within an office environment Must be able to use a computer Must have the ability to communicate effectively Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
What this Job Entails [Summary]: This role is central to ensuring the efficient and accurate financial operations of our client's telecommunications services. The primary responsibility involves processing a high volume of invoices from a diverse array of telecommunication service suppliers. This requires a sharp eye for detail and a commitment to speed and accuracy to ensure all financial obligations are met precisely and promptly. A critical component of this position is maintaining the robust data integrity of the client's telecommunication platform. This isn't just about data entry; it's about safeguarding the foundation for accurate expense reporting and comprehensive auditing. By ensuring the reliability of this data, the Analyst directly supports informed decision-making and financial transparency across the organization. Your Roles and Responsibilities: Ensure all invoices are reviewed for accuracy and approved for payment within established service level agreements. Identify funding gaps to ensure adequate funding exists in support of on time payments. Initiate cost savings claims with suppliers when amounts billed deviate from contractual pricing. Proactively identifying and escalating discrepancies between invoices, purchase orders, and contractual rates. Maintain data integrity of vendor charges within the TEM database. Collaborate with cross-functional teams to support data quality throughout the process. Assist in managing internal relationships to ensure timely payment, resolution of billing questions/issues and disputes. Proactively identifying opportunities to streamline processes, enhance efficiency, and reduce manual effort. Required Qualifications/Skills: A Bachelor's degree (finance/accounting/other business discipline preferred) 1+ years experience with payment systems in large multinational companies including accounts payable operations, invoicing procedures, payment terms and accounting techniques Experience with systems like SAP, Oracle, preferred Excellent oral/written communication, interpersonal, and analytical skills Experience interacting with multiple levels within a company Able to work successfully both individually as well as to contribute as a team player Advanced level spreadsheets and basic data analytics Outstanding organizational, prioritization, and multitasking skills Attention to detail and a sense of urgency Ability to meet deadlines on a consistent basis An understanding of technical concepts related to data center operations and/or network backbone operations preferred Telecom experience preferred Self starter with ability to accept responsibility for projects and see them through to completion.
Role – Cloud Infra DevOps Engineer Location – India Remote (Hyderabad Preferred but not Required) Job Summary We are seeking an experienced Cloud DevOps Engineer with a minimum 5 years of expertise in Automating Cloud Infra and Platforms development. The ideal candidate should possess a deep understanding of Infrastructure as a Code Automation, Containerization utilizing Kubernetes and strong knowledge of APIs(REST). Roles & Responsibilities: Design, build, and maintain full-stack internal tooling and platforms that improve engineering productivity and automation. Develop and support RESTful APIs, microservices, and front-end interfaces that integrate with both third-party and custom-built tools. Operate and scale cloud-based infrastructure across GCP, AWS, and Azure; contribute to infrastructure provisioning, configuration management, and monitoring. Implement and support Kubernetes-based containerization workflows, including service deployment and resource optimization. Automate infrastructure and operations using tools like Terraform, Helm, and CI/CD pipelines. Own the full lifecycle of systems—from requirements gathering to deployment and post-release support. Troubleshoot performance and reliability issues across the stack and work on platform hardening. Collaborate with product owners, site reliability engineers, and developers to continuously improve platform usability and reliability. Contribute to architectural decisions, technical design reviews, and code reviews; mentor junior team members where applicable. Qualifications: 5+ years of experience in software engineering and Cloud platform operations in a large-scale or enterprise environment. Strong programming skills in Java (preferred), with experience in Spring Boot or similar frameworks. Bonus for front-end experience (React, Angular, or similar). Experience designing, deploying, and managing application in Kubernetes and Dockerized environments. Solid background in multi-cloud architecture and automation across GCP, AWS, or Azure. Familiarity with internal developer platforms and tools like JIRA, GitHub, Artifactory, SonarQube, and related systems. Comfortable with monitoring/logging stacks (e.g., Prometheus, Grafana, ELK, or similar). Experience with infrastructure-as-code using tools like Terraform, Ansible, or Cloud Formation. Strong debugging and problem-solving skills across distributed systems, APIs, and infrastructure layers. Ability to translate platform needs into maintainable, performant code and configuration. Excellent communication skills with the ability to work across engineering and infrastructure domains.
Travel Requirement: 25%–50% Reports To: LMC Global Delivery and Service Manager Team: SDS Global Management Team Role Summary The IoT Regional Manager is accountable for the successful execution and oversight of Smart Building Solutions across a designated region. This role ensures alignment with Microsoft’s IoT and sustainability objectives by managing technical operations, vendor performance, project delivery, and compliance. The Regional Manager is responsible for ensuring that all assigned tasks are completed effectively and in coordination with the SDS Global Team and Regional Technical Lead. Key Responsibilities Own and manage the end-to-end implementation, enhancement, and lifecycle of IoT-based Smart Building Solutions within the region. Ensure all technical operations are supported by the Regional Technical Lead and meet Microsoft’s standards for performance, security, and compliance. Lead vendor and project management activities, including RFP development, Scope of Work creation, ROM estimation, and milestone tracking. Oversee vendor performance, enforce SLAs, and manage escalations to ensure timely and compliant delivery. Direct daily IoT operations, including telemetry monitoring, device health, and remote maintenance activities. Conduct and oversee site audits, service ticket reviews, and corrective action implementation. Ensure Azure IoT and related platform support is aligned with regional needs and global standards. Maintain full accountability for compliance with Microsoft Data Privacy and regional regulatory requirements. Manage and maintain accurate documentation for all regional IoT systems, including SOPs, KB articles, and escalation protocols. Oversee supplier onboarding and ensure documentation aligns with procurement and governance standards. Serve as the primary regional point of contact for integrators and suppliers, managing feedback loops and driving continuous improvement. Coordinate with regional stakeholders and the SDS Global Team to ensure consistent solution delivery and alignment. Prepare and deliver monthly performance and escalation reports, and track service metrics and project KPIs. Lead contributions to global knowledge-sharing initiatives and documentation repositories. Qualifications Bachelor’s degree in Engineering, IT, or a related field (advanced degree preferred). 5+ years of experience in IoT, smart building systems, or technical operations. Proven ability to manage vendors, projects, and compliance in a complex, multi-region environment. Familiarity with Azure IoT, telemetry systems, and data analytics platforms. Strong leadership, communication, and problem-solving skills. Demonstrated experience in managing technical documentation and knowledge bases.
Regional Technical Lead Travel: 25-50% Reports To: LMC Global Delivery and Service Manager Team: SDS Global Management Team Role Summary The Regional Technical Lead is responsible for providing advanced technical leadership and operational support for IoT-based Smart Building Solutions across a defined region. This role requires deep expertise in network infrastructure, Azure IoT, and Commercial and Industrial IoT systems. The Technical Lead ensures system reliability, compliance, and performance while collaborating closely with the Regional Manager and SDS Global Team. Key Responsibilities Own the technical performance and operational integrity of all IoT-based systems and devices within the assigned region. Provide expert-level diagnostics and support for Azure IoT services, telemetry platforms, and integrated applications. Maintain comprehensive knowledge of all deployed solutions, configurations, and dependencies within the region. Lead root cause analysis and present investigatory findings to the SDS Global Team and Regional Manager. Manage and resolve ServiceNow and ICM tickets; escalate unresolved issues to the Global Service Coordinator and Regional Manager. Maintain and troubleshoot network connectivity, including port configurations, firewall rules, and secure system integrations. Support lifecycle planning, preventative maintenance, and system refresh/decommission efforts in coordination with the Regional Manager. Create and maintain region-specific technical documentation, including SOPs, Knowledge Base articles, and system architecture diagrams. Ensure documentation reflects regional configurations, constraints, and Microsoft best practices. Contribute to global knowledge-sharing initiatives and support governance through accurate reporting and documentation. Coordinate with project teams to support seamless onboarding and decommissioning of IoT devices with minimal operational disruption. Ensure all technical operations comply with Microsoft Data Privacy and regional regulatory standards. Respond to dynamic operational needs and provide hands-on technical support as required. Qualifications Bachelor’s degree in Engineering, Computer Science, or a related field. 5+ years of experience in IoT systems, smart building technologies, or enterprise technical operations. Advanced knowledge of Azure IoT, telemetry systems, and remote diagnostics. Strong expertise in network infrastructure, including port/firewall configurations and connectivity protocols. Experience with ServiceNow, ICM, and enterprise support tools. Proven ability to create and manage technical documentation and knowledge bases. Strong communication skills with the ability to translate technical findings into actionable insights.
What this Job Entails: The Service Delivery Director is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. Scope: Directs and controls the activities of a broad functional area through department managers within the company. Works with other senior managers to establish strategic plans and objectives. Works on complex issues where analysis of situations or data requires in-depth company knowledge. Your Roles and Responsibilities: Provide leadership to diverse operations Implement, monitor and provide timely reports to customers on service delivery metrics Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team Drive internal and client meetings covering delivery performance, service improvements, quality, and processes Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary Further, develop and maintain retention program and incentives for field employee satisfaction Manage complex and/or large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment Takes ownership for the resolution of highly complex issues and risks that have been escalated Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position Required Qualifications/Skills: Bachelor’s degree (B.S/B.A) from four-college or university and 10+ years’ related experience and/or training; or equivalent combination of education and experience. Builds and strengthens relationships with executives and/or major customers. A track record of successfully delivering a range of complex, high profile IT projects. Proven track record of implementing and leading improvements in project lifecycle. Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries. Passionate about the IT industry and how new technology can improve business outcomes. Strong technical knowledge of enterprise IT, including but not limited to help desk, networking, ticket and incident management, AV/VC, and asset management. Strong analytical, organizational, communication and presentation skills. Highly adaptable with the ability to effectively manage multiple concurrent work streams. Strong business acumen and the ability to provide operational, technical and financial oversight. Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment. Preferred Qualifications: Physical Demand & Work Environment: Must have the ability to perform office-related tasks which may include prolonged sitting or standing Must have the ability to move from place to place within an office environment Must be able to use a computer Must have the ability to communicate effectively Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers Salary Range $132,240.00 - $208,800.00 USD (Salary) Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors. Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including: Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only Dental provided through Cigna (DPPO & DHMO options) Nationwide Vision provided through VSP Flexible Spending Account for Health & Dependent Care Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific) Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera Corporate Wellness Program Employee Assistance Program Wellness Days 401k Plan Basic Life, Accidental Life, Supplemental Life Insurance Short Term & Long Term Disability Critical Illness, Critical Hospital, and Voluntary Accident Insurance Tuition Reimbursement (available 6 months after start date, capped) Paid Time Off (accrued and prorated, maximum of 120 hours annually) Paid Holidays Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
Senior Consultant - PSF Developer Job Overview We are seeking a highly skilled and experienced Senior Consultant PSF Developer to join our team. The ideal candidate will have 5-7 years of experience in PSF application development and a strong background in testing these applications. This role requires expertise in General Ledger (GL) and Accounts Payable (AP) modules within a PSF environment. Responsibilities Develop, customize, and maintain PSF applications according to business requirements. 80 to 90% of the work will include testing PSF applications and up to 20% of development work. Conduct thorough testing of PSF applications, including unit, integration, and user acceptance testing, to ensure high quality and performance. Collaborate with business analysts and stakeholders to understand requirements and translate them into technical specifications. Troubleshoot and resolve issues related to PSF applications. Provide technical support and guidance to end-users. Document development and testing processes, configurations, and best practices. Stay up-to-date with the latest PSF technologies and industry trends. Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field. 4-5 years of experience in PSF application development and testing. Mandatory Skills General Ledger (GL): Strong understanding and hands-on experience with GL module configuration, customization, and reporting within PSF. Accounts Payable and receivable (AP/ AR): Proven expertise in AP module functionalities, including invoice processing, payment handling, and vendor management within PSF. Strong in FSCM (Financials, Supply Chain Management) Optional skills: Billing / Asset Management (AM) Preferred Skills Familiarity with various testing methodologies and tools. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills.
What this Job Entails: The Service Delivery Director is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy. Scope: Directs and controls the activities of a broad functional area through department managers within the company. Works with other senior managers to establish strategic plans and objectives. Works on complex issues where analysis of situations or data requires in-depth company knowledge. Your Roles and Responsibilities: Provide leadership to diverse operations Implement, monitor and provide timely reports to customers on service delivery metrics Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team Drive internal and client meetings covering delivery performance, service improvements, quality, and processes Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the build decision Work closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary Further, develop and maintain retention program and incentives for field employee satisfaction Manage complex and/or large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements Assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment in a major software services/hardware environment Takes ownership for the resolution of highly complex issues and risks that have been escalated Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position Required Qualifications/Skills: Bachelor’s degree (B.S/B.A) from four-college or university and 10+ years’ related experience and/or training; or equivalent combination of education and experience. Builds and strengthens relationships with executives and/or major customers. A track record of successfully delivering a range of complex, high profile IT projects. Proven track record of implementing and leading improvements in project lifecycle. Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries. Passionate about the IT industry and how new technology can improve business outcomes. Strong technical knowledge of enterprise IT, including but not limited to IoT, cloud, ITAM, help desk, networking, ticket and incident management. Strong analytical, organizational, communication and presentation skills. Highly adaptable with the ability to effectively manage multiple concurrent work streams. Strong business acumen and the ability to provide operational, technical and financial oversight. Proven leadership skills with the ability to motivate, lead, develop, direct and position people to work effectively in a team environment. Preferred Qualifications: Physical Demand & Work Environment: Must have the ability to perform office-related tasks which may include prolonged sitting or standing Must have the ability to move from place to place within an office environment Must be able to use a computer Must have the ability to communicate effectively Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers Salary Range $132,240.00 - $208,800.00 USD (Salary) Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors. Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including: Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only Dental provided through Cigna (DPPO & DHMO options) Nationwide Vision provided through VSP Flexible Spending Account for Health & Dependent Care Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific) Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera Corporate Wellness Program Employee Assistance Program Wellness Days 401k Plan Basic Life, Accidental Life, Supplemental Life Insurance Short Term & Long Term Disability Critical Illness, Critical Hospital, and Voluntary Accident Insurance Tuition Reimbursement (available 6 months after start date, capped) Paid Time Off (accrued and prorated, maximum of 120 hours annually) Paid Holidays Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
What this Job Entails: The AV Technician IV will join our expanding team onsite with one of our global clients. The hire will be given the opportunity to work with some of the most innovative technologies in the world. The AV Technician IV will provide support for corporate AV/VC environments, and will confidently and quickly analyze problems using technical diagnostic skill sets, in order to effectively support and resolve issues. Technical responsibilities include high profile event support, audio, video, conferencing technology, projects, maintenance, support. Traveling to various client offices on occasion is required. Scope: Works on complex assignments requiring a high degree of initiative Requires minimal oversight and is proactive. May act as a team leader. Your Roles and Responsibilities: Lead installation of all AV equipment and displays to include: audio and video conferencing equipment, distributed audio, digital signage, control systems and all presentation systems. Perform installation of structured cabling to include pulling, terminating and testing cat5e/6, video, RGB, HDMI, DVI and audio cables. Ensure that SLAs and daily deliverables are met including ticket updates Upload Crestron control programs to control processors and work with remote program team on control system certification. Manage inventory, including weekly/monthly stock levels, returning product (RMA) and inventory DOA issues. Follow all policies, standards or safety guidelines required by client Lead problem solving and troubleshooting of any issue that may arise during an installation. Perform equipment setups, breakdowns and troubleshoot issues during events. Perform all necessary pre-event checks as required. Liaise with cross-functional teams and internal users before and during events. Interface with end users and vendors to address requests and requirements. Identify and solve issues that impact client conference rooms. Mentor others on the team. Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position Required Qualifications/Skills: High school diploma or general education degree (GED) 8+ years’ related experience and/or training; or equivalent combination of education and experience Manages multiple tasks and deadlines Networks with key contacts outside own area of expertise Determines methods and procedures on new assignments and may coordinate activities of other personnel Ability to think and work independently Strong understanding of wiring and termination skills as well as proper installation techniques of all AV equipment Excellent written and oral communication skills and strong customer service skills Understanding of reading/understanding architecture, electrical, structural & AV systems drawings Ability to work day, evening or weekend shifts and travel to support a distant event if required Must have valid driver’s license and safe driving record Preferred Qualifications: Various certifications Physical Demand & Work Environment: Must be able to sit, stand, stoop and bend for extended periods of time Must have dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other office equipment Must have ability to climb ladder, scaffolding or transported by lifts Must have the ability to drive/operate a vehicle in a safe manner Must be able to regularly lift and transport up to 15 pounds, as well as frequently lift and or transport moderately heavy equipment up to 50 pounds Must have the ability to perform office-related tasks which may include prolonged sitting or standing Must have the ability to move from place to place within an office environment Must be able to use a computer Must have the ability to communicate effectively
Job Summary: We are seeking a highly skilled and experienced Desktop Support Subject Matter Expert (SME) to join our IT team. The deskside Support SME will be the definitive source of knowledge for all end-user support operations, providing expert guidance, technical leadership, and strategic oversight. This role involves not only resolving the most complex technical issues but also mentoring junior staff, driving problem management, and ensuring global support efficiency. Key Responsibilities: Expert Technical Support & Global Mentorship: Serve as the final point of escalation for all complex hardware, software, and networking issues that cannot be resolved by the Level 1 or Level 2 support teams. Provide expert guidance and technical support to L1 and L2 technicians globally, assisting them with complex cases and knowledge transfer. Diagnose and resolve intricate problems related to operating systems (Windows, macOS, Linux,Ios, Chrome OS and Android), desktop applications, peripheral devices, and remote access. Problem Management & Root Cause Analysis: Lead the problem management process, conducting in-depth root cause analysis to identify the underlying causes of recurring incidents. Develop and implement long-term solutions based on problem management analysis to prevent future issues and improve overall system stability. Collaborate with various IT teams (e.g., Network, Systems, inventory, Audio/ Video) to understand core technologies and formulate effective solutions. Reporting, Metrics & Queue Management: Create and maintain reports and dashboards of ticket trends, performance metrics, and key performance indicators (KPIs) to provide insights into support operations. Manage the deskside support queue, ensuring ticket hygiene, proper categorization, and accurate documentation. Monitor the support queue to ensure all tickets adhere to established Service Level Agreements (SLAs). Process Improvement & Quality Assurance: Lead the development and implementation of new technical standards, policies, and best practices for end-user computing. Perform regular quality checks to ensure that all support activities and ticket resolutions align with approved processes and client-specific requirements. Evaluate and optimize existing desktop support processes and workflows to enhance efficiency and end-user satisfaction. Communication and Stakeholder Management: Communicate effectively and efficiently with cross-functional teams to understand their core technologies and facilitate problem resolution. Communicate complex technical concepts to non-technical end-users and senior management in a clear and concise manner. Contribute to IT projects by providing expert input on desktop-related requirements, deployment strategies, and post-implementation support. Required Skills and Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience). Minimum of 8+ years of experience in a desktop support or IT support role, with at least 2-3 years in a senior or lead capacity. Deep expertise in a wide range of operating systems, including Windows (10/11), macOS, Ios, Android, Chrome OS and familiarity with Linux. Proven experience in problem management and root cause analysis. Strong analytical skills with the ability to create meaningful reports and dashboards using tools like Power BI, Spreadsheet, PPT or similar. Extensive knowledge of hardware components, drivers, and peripherals. Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting. Proven experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Desk). Exceptional communication, interpersonal, and customer service skills. Ability to work independently, manage multiple priorities, and provide mentorship in a global team environment. Preferred Skills and Certifications: ITIL Foundation or higher certification. Relevant industry certifications such as , Microsoft Certified: MCSA, Modern Desktop Administrator. Experience with scripting and automation (e.g., PowerShell,). Knowledge of cloud technologies (e.g., Azure AD, Office 365, Google Workspace). Experience in a large-scale, enterprise-level IT environment.
Job Summary: We are seeking a highly skilled and experienced Desktop Support Subject Matter Expert (SME) to join our IT team. The deskside Support SME will be the definitive source of knowledge for all end-user support operations, providing expert guidance, technical leadership, and strategic oversight. This role involves not only resolving the most complex technical issues but also mentoring junior staff, driving problem management, and ensuring global support efficiency. Key Responsibilities: Expert Technical Support & Global Mentorship: Serve as the final point of escalation for all complex hardware, software, and networking issues that cannot be resolved by the Level 1 or Level 2 support teams. Provide expert guidance and technical support to L1 and L2 technicians globally, assisting them with complex cases and knowledge transfer. Diagnose and resolve intricate problems related to operating systems (Windows, macOS, Linux,Ios, Chrome OS and Android), desktop applications, peripheral devices, and remote access. Problem Management & Root Cause Analysis: Lead the problem management process, conducting in-depth root cause analysis to identify the underlying causes of recurring incidents. Develop and implement long-term solutions based on problem management analysis to prevent future issues and improve overall system stability. Collaborate with various IT teams (e.g., Network, Systems, inventory, Audio/ Video) to understand core technologies and formulate effective solutions. Reporting, Metrics & Queue Management: Create and maintain reports and dashboards of ticket trends, performance metrics, and key performance indicators (KPIs) to provide insights into support operations. Manage the deskside support queue, ensuring ticket hygiene, proper categorization, and accurate documentation. Monitor the support queue to ensure all tickets adhere to established Service Level Agreements (SLAs). Process Improvement & Quality Assurance: Lead the development and implementation of new technical standards, policies, and best practices for end-user computing. Perform regular quality checks to ensure that all support activities and ticket resolutions align with approved processes and client-specific requirements. Evaluate and optimize existing desktop support processes and workflows to enhance efficiency and end-user satisfaction. Communication and Stakeholder Management: Communicate effectively and efficiently with cross-functional teams to understand their core technologies and facilitate problem resolution. Communicate complex technical concepts to non-technical end-users and senior management in a clear and concise manner. Contribute to IT projects by providing expert input on desktop-related requirements, deployment strategies, and post-implementation support. Required Skills and Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience). Minimum of 8+ years of experience in a desktop support or IT support role, with at least 2-3 years in a senior or lead capacity. Deep expertise in a wide range of operating systems, including Windows (10/11), macOS, Ios, Android, Chrome OS and familiarity with Linux. Proven experience in problem management and root cause analysis. Strong analytical skills with the ability to create meaningful reports and dashboards using tools like Power BI, Spreadsheet, PPT or similar. Extensive knowledge of hardware components, drivers, and peripherals. Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting. Proven experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Desk). Exceptional communication, interpersonal, and customer service skills. Ability to work independently, manage multiple priorities, and provide mentorship in a global team environment. Preferred Skills and Certifications: ITIL Foundation or higher certification. Relevant industry certifications such as , Microsoft Certified: MCSA, Modern Desktop Administrator. Experience with scripting and automation (e.g., PowerShell,). Knowledge of cloud technologies (e.g., Azure AD, Office 365, Google Workspace). Experience in a large-scale, enterprise-level IT environment.