Job 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 liaison 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)

Apply today and find your home at Ashley!

Benefits We Offer

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values

• Honesty & Integrity
• Passion, Drive, Discipline
• Continuous Improvement/Operational Excellence
• Dirty Fingernail
• Growth Focused

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates, only those meeting specific position requirements may be contacted. Principals Only.

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