Tailored Brands, Inc.'s purpose is to help our customers love how they look. We accomplish this by providing a personal, convenient, one-of-a-kind shopping experience with compelling products and world-class service. We help fulfill this mission by providing our employees with an engaging and inclusive workplace focused on teamwork, growth and respect.
Key Accountabilities:
* Work for tickets escalated from Service Desk * Provide services in a timely manner to meet customer Service Level Agreement * Develop knowledge base articles for troubleshooting and resolving common issues. * Diagnose, troubleshoot and resolve all software issues assigned to the team to resolution and find root cause. * Diagnose, troubleshoot and resolve all hardware issues assigned to the team to resolution and find root cause. Order required parts and or call in for maintenance if applicable. * Install and configure new PC hardware and software. * Perform computer wired and wireless network troubleshooting. * Coordinate warranty service where applicable. * Maintain a high level of proficiency in using IT systems and tools. * Track and maintain IT asset equipment inventories. * Tests new hardware and software. * Instruct clients in the basic use of approved hardware/software. * Interact professionally with clients exhibiting strong customer service skills. * Attend and suggest training sessions for Desktop Support Team regarding common issue troubleshooting and resolution. * Work with Desktop Support Technician III to proactively address common issues to prevent desktop systems outages. * Provide technical guidance to Desktop Support Technician I & Service Desk for difficult to solve issues. * Assist in preforming annual Inventory Processes for desktop department. * Provide intermediate Apple Device Management Support - OS X, iOS (JAMF Preferred) * Mobile Device Support * Provide timely project updates and status reports. * Virtualization technologies specifically VMWare. * Other duties as assigned. * Intermediate Support of Mobile Devices using Mobile Device Management tools * Intermediate Support MAC OS devices using MAC Device Management tools * Intermediate Support Printer Hardware and Queues using Printer Management tools * Intermediate Support Chrome OS devices and Users using Google Admin Console
Required Skills & Qualifications:
* Minimum Education: High School diploma or GED; Associate or Bachelor's degree, a plus. * Experience with Landesk or SCCM, preferred. * Experience packaging software applications, preferred. * Windows Scripting knowledge, preferred. * Mobile Iron or other MDM knowledge, required. * 2-4 years' experience in a desktop service role, required. * MCP or equivalent knowledge of the MS Win7 operating systems, required. * Working on A certification. * Must perform well in high-energy, dynamic and team-oriented environments * Ability to multi task in a fast-paced environment. * Must possess effective verbal and written communication skills * Active Directory working knowledge 5-10 years' * Manages system backups, restores and assists in Disaster Recovery planning.
Work Environment, Physical & Mental Demands
* Ability to sit and work at a computer keyboard for extended periods of time * Ability to stoop, kneel, bend at the waist and reach on a daily basis * Able to lift and move up to 25 pounds occasionally * Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment * Ability to work at least 40 hours per week from the company's Fremont corporate office
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