Job Description

Role: Onsite Technical Lead 

Job Description: 

We are looking for Onsite Technical Support for the client teams and stakeholders in ensuring the required IT Infrastructure, AV and Demo environments are deployed, configured, maintained and secured as required to deliver high quality experiences and engagements to our external customers. The role also provides pre, intra and post support of Customer events or engagements to ensure they run smoothly and provide the best experience possible for customers. The current support model for client is for one (1) Experience Tech Resource per site with the role requirements and responsibilities summarized below. The Experience Tech is typically the first point contact for all IT related issues, requests and escalations. Essentially being the ‘local IT’ person for the onsite team. 

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Infrastructure Foundations

• Provide onsite smart hands support for the MTC ‘Core’ Network and Compute Infrastructure as required by required central services, processes, standards and project deliveries.

•  Specific examples include but are not limited to:  o Rack and Stack (incl cabling) of local Network and Compute Hardware in the MTC Server Room o Logical provisioning, configuration and support of Server OS operating systems and required OS roles, services and applications. o Physical and logical Decommissioning activities of hardware in the MTC Server Room. o Incident & Problem Management process support for WAN, LAN, WLAN and Core Compute (Servers & Storage). o Physical and logical audit and remediation activities. o Set-up and manage onsite processes for required resilience and redundancy based upon MSFT standards.

• Oversight, management and support of MTC Network ‘Layer 2’ configuration, maintenance and troubleshooting.  o Specific examples include, but are not limited to: o VLAN design, config and support in line with business requirements, design standards and security policy o Monitoring and Troubleshooting o Documentation for SOPs and User Guides o Physical cabling management in line with MSFT Standards • Operational oversight for the MTC Server room infrastructure (physical space, access, power & cooling), plus provide collaboration/liaison support with various internal and external teams/partners to ensure a fully operational facility.

• Carryout routine or ad hoc operational processes as required to maintain security compliance and asset health for on-site assets. 

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Technical oversight and management regarding the deployment and support of onsite Experiences & Demos (Presentations, Kiosk setups, etc.) as directed by the MTC Team.

• Deployment, configuration and testing of MS owned devices and facilitate or enable the collaborative support for partner-owned devices.

• Perform daily checks and walkthrough of all demo experiences and environments

• Utilize the required tools and processes to ensure all equipment is ready for Sales engagements and devices are reset/ready for subsequent engagements at end of each day.

• Oversight for the operational health and status reporting of all onsite experience environments and seek additional support if needed. • Alignment with the defined operational playbook regarding inventory management,  documentation processes and tooling.  

• Create and maintain an active inventory list for tracking of all Microsoft and non-microsoft experience/demo assets.

• Technical deployment and support of Content Management Systems (eg Stratos & FourWinds).

• Provide in-person support for MSFT employees: presenters, account managers, MTC staff and their customers.

• Business hours typically range from 8 AM to 6 PM, with flexibility for the 8 hours per day onsite required in line with the MTC engagements schedule and alignment with MTC Director/Team support requirements. • Provide users guides, ad-hoc training as required for presenters on how-to utilize the presentation technologies within the MTC.  

• Operate and maintain any MSFT-owned or developed translation equipment used within the MTC.

• Oversight and support of all local and central Experience/Demo accounts

• Assist with centralized solution and automation delivery projects and associated operational support processes as required.

• Be the local Technical SME for the centrally hosted Experience Platform catalogue of demos, owning the technical deployment, maintenance and operational playbook/process alignment. 

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Three (3) years of related experience in IT Support related roles, with an additional preference towards being in-person; however incredibly strong virtualized Customer facing experience may also be considered.

• A good understanding with hands on experience preferred, in the support of Microsoft products (Windows, Azure, Office 365 suite, Teams, Surface, etc.).  o Any proven experience of directly managing and supporting Surface Hubs and Teams is also strongly desired due to the high usage and critical nature of these MSFT products  in the MTCs.

• Experience with supporting AV Systems such as Logitech, Extron, Crestron preferred, but not required.

• Is comfortable working in a customer facing environment and demonstrating a customer obsessed mindset in support of high-quality experiences.

• Has a positive can-do attitude, demonstrating a proactive approach and taking complete ownership for their assigned work.

• Is a team player, demonstrating positive integration and inclusive behaviours with their respective local, regional and global teams.

• Has a thirst and enthusiasm to learn and grow, with a willingness to continually selfresearch and educate on the latest emerging technologies they are required to support.

• Proactive and determined in solving issues and overcoming challenges, taking ownership for seeing issues or challenges faced through to resolution.    

• Strong interpersonal, verbal and written communication skills with public speaking experience preferred. • Strong self-organizational, decision-making, and communications skills.

• Fluent in verbal and written English language. 

• Should also be proficient in the primary local language for the local site being supported from a verbal and written perspective.  

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