Global Services Tech Lead Position Available In Davie, North Carolina

Global Services Tech Lead

Job Category:

SALARY

Requisition Number:

GLOBA001884

ing Details
ed: April 22, 2025
Full-Time
Locations
Showing 1 location
Advance, NC 27006, USA
Job Details
Description
Join The #1 Furniture Company-Join The #1 Furniture Brand
Ashley Furniture Industries, Inc. is the largest manufacturer of furniture in the world. Established in 1945, Ashley offers one of the industry’s broadest product assortments to retail partners in 123 countries.
Summary
The Global Services Tech – Lead independently manages, leads and supports all systems that enable Manufacturing, Distribution, Supply Chain, Retail, Back Office, and other business units to operate effectively, while supporting and advising junior team members. This entails using advanced technical skills for troubleshooting & development of device images of Microsoft Windows, Apple, and Linux workstations and laptops, iOS and Android mobile devices, barcode scanners and printers, wired and wireless networks, and other operational hardware and software. In addition to these skill sets, this role has an advanced technical understanding of Networking, Wireless Systems, UPS, Data Center operations, & IoT. Proficient in Mobile Device Management technologies including Intune, Soti, MDM. This position requires advanced technical ability to independently evaluate, prioritize, document, and resolve complex customer incidents and service requests.
The Global Services Tech – Lead is expected to identify areas for process improvement, develop technical solutions, and be a technical advisor to the team. This role is expected to take a larger role working with the business to improve processes and resolve issues.
The role involves creating and maintaining comprehensive documentation of processes in our knowledge base, while also reviewing and improving existing documentation to ensure consistent and efficient problem resolution across the team. The Global Services Tech – Lead will deliver exceptional customer service while providing advanced technical support and implementing effective troubleshooting solutions with minimal supervision.
This position includes taking a technical lead role on technical projects and actively collaborating with cross-functional teams to achieve shared goals, which may require travel. This role must enforce company computer security policies, software standards, and other organizational procedures, while also identifying and implementing process improvements. This role serves as a technical resource for Global Services Tech

I, II, III

team members and may provide mentorship and guidance on complex issues.
Primary Job Functions
Work within our IT Ticketing system to address and track IT hardware and software issues
Utilize Reports and Dashboards to guide the team within our Ticket System
Image Desktops/Laptops/Tablets
Troubleshoot users technical issues with Desktops/Laptops/Tablets across various teams and environments
Utilize Ladders and Lifts to reach Network cabling and Equipment for installs and troubleshooting
Troubleshoot Barcode Scanners
Install, Troubleshoot and Repair Laser, Thermal, Check and Badge Printers
Install, Configure and Troubleshoot public and proprietary software
Act as the lead liason for vendors who are working on IT Systems providing direction to and assisting as needed
Follow escalation procedures to ensure advanced tickets are addressed efficiently
Receive tickets from

GTS1/GTS2/GTS3/GTS

Sr technicians and address or escalate further
Take point on large projects as well as assist the other Technicians on their projects as directed by the GTS Manager/GTS Sr Manager
Create and review KB Articles that provide direction as new issues are resolved
Oversee Network Projects that the GTS team is involved with
Run, terminate, test and troubleshoot ethernet, fiber optic, and coaxial cabling while training the

GTS1/GTS2/GTS3/GTS

Sr
Oversee all Apple Device setup and support
Lead and train on ITIL standards and practices
Serve as a leader on cyber security standards and will be responsible for educating and training the team on these protocols.
Serve as a leader on network standards, responsible for educating and training the team on these protocols
Supervise the

GTS1/GTS2/GTS3/GTS

Sr technicians on the team
Mentor the

GTS1/GTS2/GTS3/GTS

Sr technicians to encourage growth personally and professionally
Cordially and professionally interact with customers, vendors, superiors, peers and others.
Monitor and track IT assets, inventory and warranty periods of machines.
Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

Education:

• Associate degree in Computer Science, Information Systems or related field or equivalent work experience, Required

Experience:

• Minimum 10 years providing end-point technical support experience
  Licenses or Certifications
• CompTIA A+
• CompTIA Network+
• ITIL Foundation Certification
• Microsoft 365

Certified:

Endpoint Administrator Associate

• Apple Certified Support Professional (ACSP)
• Cisco Certified Network Associate (CCNA)
• ITIL Practice Manager (PM)