Technical Lead

1. Job Title : Technical Lead 2. Job Summary : Serve as a technical lead for end user computing services ensuring reliable support for laptops desktops and networks across the organization. Apply strong expertise in Nexthink Macintosh laptop support Windows platforms Service Now and networking to resolve issues quickly. Collaborate with global teams to enhance productivity security and employee experience. 3. Experience : 2 - 6 years 4. Required Skills : Technical Skills: End User Tools - Nexthink Macintosh OS X Laptop Support Service Now Windows Networking Desktop Support - Remote Domain Skills: 5. Nice to have skills : Domain Skills: 6. Technology : Field Services 7. Shift : Day 8. Responsibilities : - Provide advanced troubleshooting and resolution for complex incidents across Windows laptops Macintosh laptops and desktop environments to ensure minimal disruption to business operations. - Manage escalated tickets in Service Now by analyzing trends identifying root causes and driving timely closure while maintaining high customer satisfaction. - Coordinate with infrastructure and application teams to resolve cross domain issues that affect end user tools and connectivity ensuring smooth and secure access to enterprise services. - Configure monitor and optimize Nexthink dashboards and analytics to proactively identify device performance issues software anomalies and user experience gaps. - Implement standard operating procedures for desktop support including imaging software deployment and configuration management to maintain a consistent and compliant device estate. - Perform remote diagnostics and support activities for end users working on site through secure tools focusing on rapid restoration of services and clear communication on progress. - Collaborate with security and compliance stakeholders to apply endpoint policies patches and antivirus updates across Windows and Macintosh devices to reduce operational risk. - Document knowledge articles troubleshooting guides and resolution steps for common incidents in Service Now to improve first contact resolution by the wider support team. - Analyze networking related issues at the end user level such as wireless connectivity VPN access and DNS resolution and work with network specialists to implement sustainable fixes. - Drive small scale improvement initiatives that enhance device performance reduce incident volumes and streamline support workflows aligning outcomes with organizational productivity goals. - Provide guidance to junior support analysts on best practices for customer communication incident documentation and technical troubleshooting within the end user computing scope. - Coordinate with procurement and asset management teams on hardware lifecycle activities including onboarding replacement and decommissioning to keep asset records accurate and current. - Engage with business stakeholders to understand recurring pain points gather feedback on support quality and recommend improvements to tools and processes that enhance daily work. -Qualifications - Demonstrate hands on experience in supporting Macintosh laptop operating systems including installation configuration and troubleshooting activities in an enterprise context. - Demonstrate solid experience in Windows client operating systems with strong skills in user profile issues system performance tuning and software compatibility troubleshooting. - Demonstrate practical expertise with Nexthink for monitoring endpoint health building useful dashboards and interpreting analytics to proactively prevent incidents. - Demonstrate strong working knowledge of Service Now including incident request and knowledge modules along with the ability to create meaningful ticket updates and reports. - Demonstrate understanding of basic networking concepts such as IP addressing routing wireless connectivity and VPN client behavior as they apply to end user devices. - Demonstrate experience in remote desktop support tools and techniques that allow efficient diagnosis and resolution of issues without direct physical access to devices. - Demonstrate effective communication and collaboration skills that support clear explanations of technical issues to non technical stakeholders and foster positive user relationships. 9. Job Location : Primary Location :MXMETOLC01(ITMEX Toluca-ME - ME MEX CLT/RMT) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : Associate - Projects [65PM00] 11. Demand Requires Travel? : No 12. Certifications Required : Preferred certifications include ITIL Foundation CompTIA A Plus or Microsoft Modern Desktop Administrator Associate.