Support engineer lead

Ingram Barge is looking for a Client Support Engineer Team Lead to join the team in our Nashville, TN office. In this role, you’re the go-to person to solve our associates’ technology challenges.

You will troubleshoot issues related to operating systems, applications, and a variety of hardware devices (desktops / laptops, phone systems, video conferencing and mobile devices).

You will also journal your work in our ticketing system and contribute to our integrated knowledge base so others can benefit from your solutions.

Because this role serves as the Face of IT , your ability to work collaboratively alongside other technology teams is important.

Job Description

Leading the team

• Collaborating with Portfolio and IS leadership for direction
• Supervising, developing Solution Center team members
• Leading, directing, and prioritizing the work of other client support engineers
• Managing / Assisting in managing vendor relationships
• Supporting / Engagement of contracted technical resources
• Working to align the efforts of the solution center with the portfolio teams, and preparing the solution center for upcoming releases of applications or technology
• Responsible for the continuous improvement of how Ingram’s end user support functions
• Participating in the evaluation process of the solution center team members

End User Support

• Working Incidents in the team queue; resolving to allow associates to perform their job
• Working Service requests in the team queue; fulfilling the user’s request or routing to the proper group to have the request worked
• Performing all connect and disconnect functions of the equipment for issues such as user moves or relocations
• Answering phone calls, emails, IMs, and walk-ups

Focus on Service

• Concentrate on delivering value as a team
• Showing up as friendly, approachable, conscientious, and considerate even when people requesting help are not
• Following up on commitments to associates and team members

Collaboration with Other Groups

• Understanding / Learning Ingram Technologies, Teams, and Workflow
• Escalating items properly, to the correct group, with appropriate information / documentation
• Partnering with outsourced technical support, work to increase First Call Resolution

Workspace and Asset Tracking

• Maintaining a clean, well-organized work environment
• Acting as a custodian for Ingram technology equipment
• Tagging and tracking technology assets
• Securing tools and technology assets to prevent shrinkage / theft

Documentation

• Creating and maintaining documentation for all systems serviced by the Solution Center
• Maintaining accurate asset tracking information
• Identification of incident patterns or outages, and notification to the correct group

Qualifications

Technologies / Devices Supported

• Windows desktop and laptop computers
• desk phones and headsets
• monitors and other peripherals
• network and local printers
• Mobile devices, including iPhones, IPads, and Android Phones
• Active Directory objects, including users, groups, computers and related security
• Office Productivity applications, including Microsoft Office, Adobe, etc.
• Ingram Specific Applications, including internally developed and 3rd party applications
• Basic network knowledge, including IP, DNS, DHCP, Routing, Switching, Wi-Fi
• Experience in an enterprise (500 end users or employees)

Soft skill requirements :

• Strong customer service orientation
• Strong verbal and written communication skills
• Effective interpersonal skills
• Experience working in a team-orientated, collaborative environment

Working Conditions

• Ability to lift up to 45lbs on a regular basis
• Ability to crawl under desks or other tight spaces
• Need to be able to travel periodically
• Overtime is required on occasion to complete tasks
• Overtime is required on occasion to complete tasks

Additional Information

Perks / Benefits

• A competitive compensation package with generous benefits beginning first day of employment for Medical / Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
• 15 vacation days & 12 sick days accrued annually and 3 personal days
• 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
• Associate growth and development encouraged through internal training and tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
• Volunteer opportunities and in-kind drives for non-profits throughout the year

All your information will be kept confidential according to EEO guidelines.

If you are requesting reasonable accommodation or disability assistance in submitting your application, you may email us at Recruiting@ingrambarge.com

Last updated : 2024-03-24