Job Information
ASC Americas Inc Service Desk Lead in Holmdel, New Jersey
ASC Americas Inc. in Holmdel, NJ is seeking a Service Desk Lead to coordinate and lead the Service Desk team consisting of Systems Engineers to facilitate excellent customer service. Individuals will apply advanced theoretical knowledge of Electronics/Electrical and Telecommunications Engineering principles and concepts, as well as experience with computer and network systems, to perform the following duties: Conduct daily calls and provide technical leadership and coaching for the members of the Service Desk. (10%) Handle customer service requests and resolve escalation for smooth service delivery. (5%) Liaise between the subsidiary and the headquarters for product issues and escalations. (10%) Train and mentor Service Desk engineers and oversee their activities. (10%) Manage Service Desk members’ schedules and on-call routines. (20%) Be the escalation point of contact for customers when there is delay or high impacting tickets to ensure resolution is prioritized. (10%) Be part of recruitment and train new support desk members. (5%) Develop project plans with solutions consulting team to develop statement of work based on partner/customer requirement. (10%) Actively participate in partner meetings and service review meetings for customers. (10%) Administer office software and tools. (10%) NOTE: Individual will not have managerial authority or discretion to hire, terminate, promote, make compensation decisions, or disciplinary decisions.Minimum requirements: Master’s degree in Electronics/Electrical Engineering, Telecommunications and Network Engineering, or any related IT or Engineering field of study, plus at least two (2) years of experience in the job offered or in any related position(s) in which the required experience was gained. Qualified applicants must also have demonstrable proficiency, skill, experience, and knowledge with the following: 1. ASANA 2. JIRA 3. Team Viewer 4. VMware vSphere Client 5. Office 365 6. Wireshark 7. Hardware: Windows 2016 & 2019 Server and embedded server and peripherals 8. Postgres and MSSQL database No travel required. Work from Home (WFH) benefit available.Additional Information:•Job Site: 101 Crawfords Corner Road, Ste. 4126, Holmdel, NJ 07733•Send Resumes To: us@asctechnologies.com•No calls. EOE.•Must be legally authorized to work in the United States without sponsorship.#LI-DNI