CompuCom Level 5 Lead Technician in Santa Clara, California
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This is a Lead Tech position and requires experience as a former supervisor or in a Lead capacity. Must have excellent leadership skills; be able to interact with professionalism and with all levels of Leadership – both client and eXcell / CompuCom. Must have the ability to train, multitask, and supervise others in a respectful and positive manner; demonstrate all other aspects of leadership qualities. Must be able to develop good rapport and working relationship with the client. Must be able to process new information and learn quickly. Must be able to work independently and as an engaged team member.
The services provided are in support of Data Center environments and include light equipment handling, dock-to-rack, and Windows & Linux server support, BAR tape handling duties, and after-hours on-call support. Also included are the standard Service Management functions: Asset Management, Incident Management, Service Request Management, and Knowledge Management.
Shift can stagger between 9 am-6 pm or 10 am-7 pm depending on the needs of the client.
This lead position will work closely with the site lead. The team needs technical guidance as well as procedural guidance.
Be the working lead reporting up to site lead
Provide backfill for the site lead as needed or augment leadership coordination
Help training existing and new hires
Improve and coach team members on proper Ticket handling
Help drive down tickets that Knowledge Article association
Drive down tickets that are missing weekly updates
Drive down aging tickets over 14 days (goal is to get 95% closed within 7 days)
Ensure tickets are being put on HOLD when waiting for Vendor
Reduce Critical / High Incident breaches to zero
Provide direction and coordination in conjunction with site lead oversite and shifting priorities
Attend meetings as required & appropriate
Conduct team stand-ups and sync meetings (as needed)
Attend daily Ops Lead meeting
Aid support efforts as best you can without impacting sustaining efforts and needs above
Help with last-minute OS installs
Provide troubleshooting guidance to the team & remote team
Provide after-hours support and participate in On-call 24x7 support
Help provide knowledge transfer to the remote team (sometimes in recorded sharing sessions)
Expected to work a staggered shift upon notice (9 am-6 pm or 10 am-7 pm)
We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. * e X cell ™ Supports Equal Employment Opportunity* e X cell ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com .