The primary responsibility of the Senior Service Delivery Technician is to enable VF associates to use technology that allows them to work more efficiently.  As a Senior Service Delivery Technician, EUS, you must have an excellent knowledge of computer hardware and software, and a demonstrated willingness to learn and apply new technology.   
 
PRIMARY ACCOUNTABILITIES
 
 • Identify, triage, and resolve the most complex technical problems.  
 • Assist manager with directing and leading the day-to-day activities of other IT staff.
 • Provide support to end users for computer, application, system, device, access and hardware issues.  
 • Accurately, document, track, and monitor problems using applicable systems and tools.  
 • Assist with training and coaching of other IT staff. 
 • Installation and Support of company required hardware (desktops, laptops, printers, VoIP, scanners, phones, tablets) and software.
 • Help maintain an accurate stockroom inventory. 
 • Monitor hardware and application performance based on expected benchmarks and provide feedback to the EUS Leadership
 • Gather requirements when leading project teams to ensure solutions will be scalable and repeatable in a large enterprise environment
 • Assist users with new technology training when introducing new offerings (MFA, OneDrive, Self Service, Etc) helping the VF workforce to adapt and embrace technology to work more efficiently
 • Provide leadership and process creation for tech bar type services for face to face engagement with VF associates. 
 • Support conferencing/collaboration technology leveraging VF solutions of Audio/Visual displays, Zoom and telephony configuration and deployment following VF standards
 • Work effectively with cross-functional teams to define technical requirements, identify, and resolve issues.
 • Accept and lead various projects, develop work plans, and ensure timely completion as directed by leadership. 
 • Willingness to work flexible shifts and scheduling including nights, weekends, and holidays 
 • Other duties as assigned.  

QUALIFICATIONS
 
The requirements listed below are representative of the knowledge, skills, and/or abilities required for the individual to be successful in this position.
 
 • Preferably 4-year degree in Computer Sciences or related technology field
 
 • Experience: 5 or more years in IS/IT environment, In depth technical knowledge of workstation hardware and software, printers, network and peripheral equipment like scanners, tape-drive, palm pilots, etc.
 
 • Language skills:  Fluent in English, knowledge of other languages is an asset
 
 • Technical certifications such as MCSE, MCTS, A+, Cisco preferred
 
 • Strong Analytical Skills
 
 • Ability to work with and lead peers in collaborate teams
 
 COMPETENCIES
 
 • Good relational skills with a focus on rapport-building, listening, and questioning skills.
 • Team work & using influence skill to drive teams to positive outcomes
 • Able to perform well under pressure
 • Willing to learn
 • Team-Player with leadership skills
 • Strong customer service skills, ability to meet deadlines and work independently
 • Working knowledge of Microsoft Windows Server platform, Windows and Mac OS, local area networks and the VF wide area network.
 • Documentation skills for recording processes, incident resolution, & customer direction 
 • Some travel may be required
 • Able to lift packages up to 30 lbs
 • Understanding of SCCM
 • Computer hardware and software troubleshooting
 • Advanced knowledge of Microsoft products (OS & Office), Apple OS/iOS, Citrix Client 
 • Perform at a high standard of efficiency and work independently with minimal supervision.
 • Ability to lead peers in short term project duties with effective project management skills
 • Process improvement experience helping