End User Technician 2

Description

Job Description
This Lead End User Support Specialist position provides end-user technology support for the Fidelity Investments (City, State) location. Fidelity has over 70,000 associates across multiple US locations. This job role is 100% onsite and the support ratio is 1000 associates to 1 Lead End User Support Specialist role. This role requires strong leadership skills, technical expertise, and supervision of the IT team. Leading medium to large local and cross regional IT projects. Troubleshooting includes Microsoft Operating Systems, MS Office applications, MAC IOS support, and many other external and internally built applications.

Responsibilities:

• Supervise the IT team, including managing daily workload and lead projects including build out of new facilities, new technology rollouts, infrastructure upgrades and ensure they are completed efficiently and communicate updates
• Active management of local ticket volumes, evaluate workloads and work with manager to prioritize resource allocation within the region to cover volumes and insure timely and accurate execution of service requests and incident meeting Service Level Targets.
• Participate in hiring interview process, provide training and feedback to all techs on team in collaboration with the manager
• Provide coverage in the absence of Team Leader
• Mentor junior-level technician by providing guidance and support, as well as empowering them to develop their skills and foster a culture of continuous learning
• Develop, maintain, and enhance Excel and Power BI reports and dashboards for various support activities Provide Cross Regional leadership for national initiatives.
• Strong analytic skills, with a proven track record of delivering complex technology projects
• Mandatory leadership or co-leadership as a subject matter expert – Accountable for product updates, timely information sharing, working with problem management to provide data aggregation for root cause analysis.

Contribution to Lead Tech forums and distribution of site appropriate material.

Build internal relationships and collaborate closely with Problem Management and Engineering teams to triage potential bugs, build test cases, identify workarounds and keep stakeholders updated

Proven knowledge of Data and Voice Network Infrastructure environment, change management and upgrades.

Instrumental to process improvement and knowledge sharing through our Knowledge Management - creation/review/update. Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).

Consistent, clear, and proactive communication with local management and team. (excellent written or verbal)

Provide Vendor Management, including onboarding, management and arranging escorts when needed

Work closely with all levels of IT and other business partners to quickly resolve issues and provide solutions

Establish and maintain relationships with multiple lines of businesses

Participate in a scheduled OnCall rotation. OnCall support is provided 365 days a year. The required response time to call out is 30 minutes. Arrival onsite within a 3-hour window

Support work outside of regular hours in order to accommodate business needs

Provide coverage as needed for complex issues in a 1:1 walk up, scheduled visit or via a deskside visit while providing positive customer experience
Skills and knowledge:

• Network Infrastrutuce background
• Ability to analyze and resolve complex problems
• Encompass a deep understanding of networks, systems, and application support
• Ability to act as a liaison with department team leaders to effectively communicate and translate complex technical concepts
• Strive to develop new solutions to optimize workflows and streamline processes
• Ability to build strategies that align IT initiatives with business objectives
• Collaborate with key stakeholders and the ability to adopt emerging technologies to attain a competitive edge
• Excellent written and verbal communication skills with business and technical team members
• Expert knowledge in the use of device building/service tools– Microsoft Autopilot, Active Directory, Intune, VSphere
• Expert knowledge of campus infrastructure, networks topology, TCP/IP, VLANs, and LAN/WLAN interfaces
• Expert knowledge supporting hardware and software on Windows OS & MAC IOS devices
• Enhanced self-autonomy to work independently to organize, prioritize, multitask and execute on assigned tasks
• Exhibits positive attitude, works well with other team members, business partners, can do attitude, and influences other team members
• Exhibits positive attitude, works well with other team members, business partners, can do attitude
• Ability to coordinate with outside vendors

Education and Experience:

• Associate degree or equivalent knowledge and 10+ years' experience of computer hardware and operating systems
• Industry acknowledged certificates such as CompTIA A+ , Network +, Google IT Support, or Cisco CCNA is a plus
• PMP certification or equivalent experience