Desktop Support Lead Technician

Desktop Support Lead Technician – Athens Greece

Bringing smiles is what we do at TTEC… for you and the customer. As Desktop Support Lead Technician working on site in Athens, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture

The Role:

As a Desktop Support Lead Technician you will be responsible for maintaining the desktop/ workstation environment, software distribution, security updates, second level troubleshooting and you will act as a lead for escalation of complex issues.

Provide advanced technical end-user support to desktop systems; workstation setup, configuration, and routine tasks such as software/hardware upgrades. Act as primary point of contact for applications and limited network/server support in addition to strong leadership skills to manage multiple tasks. Resolve reported desktop problems related to hardware, operating systems and configuration issues through troubleshooting and research. Demonstrate excellent customer interaction skills both verbally and orally. Demonstrate expert knowledge of technologies as well as excellent judgment for managing and prioritizing work.

What you'll be doing:

•    Maintain, analyze, troubleshoot, upgrade, replace and repair computer systems hardware and computer peripherals.  Act as an escalation point for complex technical and configuration issues. Provide onsite support for VIP/P&E users.
•    Technical Subject Matter Expert (SME) on all desktop applications and other functions vital to the success of the site. Demonstrates knowledge and experience and excellent customer service skills. 
•    Softphone and Hard Phone Configuration and Administration.
•    Monitor and Maintain Desktop Compliance such as SCCM Client Health, SEP Anti-Virus, and MS Patch updates. Ensure Site IT compliance in terms of vulnerability management, 
•    Monitor and Maintain Site’s DHCP IPs ensuring each client/department has enough IP Pool, VLAN Configuration and Administration. 
•    Assist with implementing discovery, planning and managing projects. Act as a liaison between other departments and the Site IT group.
•    Work with other IT teams during the development and deployment phase of new desktop images or software projects. Recommend method changes for processes and general group development involving new technology.
•    Support senior IT team with sales process.
•    Provide minimal training and technical assistance to end users.
•    Creating/Updating documentations like SOPs; Job Aids, FAQs, etc., review and improve our Site IT processes and procedures.
•    Assist in setting and maintaining a standard performance for the team by providing leadership and enforcing policies. Proactively seeks out opportunities for improvement by mentoring and training junior specialists.
•    Act as backup for IT Site Supervisor where appropriate.
In addition to the primary duties outlined in this job description, the Desktop Support Lead Technician is responsible for supporting broader site technology and operational initiatives as assigned. This includes acting as the primary IT liaison with vendors, service providers, business partners, facilities teams, and other internal stakeholders to ensure the effective delivery of site-related services and projects. The role may involve coordinating technology implementations, infrastructure upgrades, site readiness activities, audits, compliance requirements, security initiatives, business continuity efforts, procurement activities, and other operational tasks necessary to support the site's business objectives. The incumbent is expected to demonstrate flexibility and leadership in managing additional responsibilities that contribute to the overall success, stability, and continuous improvement of site operations.        
Desired Skills and Experience:
•    Relevant associate or Bachelor’s degree in Computer Science, Information Technology or Engineering or an equivalent combination of education and experience.
•    Superior IT support knowledge is required. Strong problem-solving tools and techniques are required. Must be able to install, configure and troubleshoot current desktop operating systems.
•    Working knowledge of PC hardware and Microsoft software applications (e.g. MS Office, etc.).
•    Working knowledge of SCCM, Antivirus, TACACS, VLAN, DHCP, Active Directory, Group Policies, MS Exchange, network and remote administration, software deployment as well as imaging software and processes. 
•    Ability to handle multiple projects simultaneously, establish priorities, work under time constraints and meet deadlines.
•    High attention to detail in planning, reporting and execution of assigned work and must be proactive in resolving issues or developing better work practices.
•    Working knowledge is desired in scripting using PowerShell, DOS base and other command language.
•    Must be able to work in a fast-paced environment and have good time management skills for daily tasks and projects. Must be able to interact and facilitate effectively within all levels of the company.
Must be able to work flexible hours, rotating schedules and additional hours as required. 
•    Working knowledge in creating/updating documentation (i.e. SOP’s, Job Aids, FAQ’s, etc.)

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.