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**Azure Virtual Desktop Support Lead

Basic Purpose and Objectives 

Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness and a focus on resolving issues efficiently on the first contact.   

Education, Skills and Knowledge 

Bachelor's Degree or relevant work experience.  Must possess excellent customer service skills.  Call center experience is preferred.  Basic understanding of software, hardware and connectivity troubleshooting principles.  A very friendly and helpful attitude and the ability to manage simultaneous tasks.  Ability to work as a member of a team is required.  Must have excellent oral and written communication skills.  Excellent attendance is required.  Experience working with a PC and a Windows environment is required.  Experience working with a Mac is preferred, but not required. 

Overall Functions and Responsibilities 

These positions will include shifts which cover center hours from 7am to 11pm CST Monday through Friday and 9am and 5pm CST on Saturday and Sunday.  May be required to work a rotating shift schedule and weekends.  Perform a high amount of problem resolution, troubleshooting and diagnosing various customer issues.   Serve as an answer point for AVD Support Representatives’ questions and concerns and serve as an escalation point.   Address any observed or reported conduct, attendance, or performance concerns.  Monitor the schedule adherence of all AVD Support Representatives and place outbound calls to reps to cover shift in case of illness/term/abandonment/etc.  Send a Daily Shift Report to management to create visibility to AVD Support’s Performance.  Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.  Provide complete documentation of issues handled.  Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.  Perform other related duties as assigned. 

Working Conditions 

Remote (Work from Home) Office Environment 

NOTE: Hours may vary or change, depending upon needs of business.