Role Overview: As a Consultant, IT Support, you will contribute to the overall IT Support function. You will leverage your technical knowledge and provide technical support for employees and Avanade, especially for escalated issues from more junior team members. Additionally, you will ensure defined procedures, practices and methods are being adhered to by the junior team members. Overall, you will work closely with upper management to resolve simple to complex issues within your department.

Key Role Responsibilities: Day-to-day, you will:

- Develop local policies and procedures that comply with global ITS standards

- Document local IT environment (e.g., network diagrams, system configurations, etc.)

- Take responsibility for IT asset lifecycle management efforts (e.g., inventory, imaging, distribution, support, retirement, etc.)

- Use access control and security knowledge to assist stakeholders

- Support Mac/Windows OS issues

- Procure laptops and accessories, when necessary, after seeking approval from business stakeholders

- Take responsibility for office/regional events using tools like Live Events -

- Manage Stakeholder relationship in your office

- Support and mentor the Sr. Analyst and Analyst in your region.

- Address any team concerns or user escalations - Lead efforts to deploy laptops, system access, software upgrades and any other on-site deployment related activity Managing IT Environment:

- Assist in implementations affecting the IT environment (e.g., LAN, communications)

- Ensure system security through systems access rights in the local environment; help ensure sensitive stakeholder data is protected Operational Support:

- Detect, receive, and log internal customer problem/request/issue of increasing complexity, investigating incidents with stakeholders

- Perform customer request/problem identification, following defined investigation, resolution, escalation and documentation procedures

- Lead incident notification and escalation efforts, ensuring effective communication to key stakeholders

- Manage the delivery of IT production systems and services, monitoring incident, issues and outages - Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance

- Demonstrated experience working with and supporting users on Microsoft platform technologies and tools

- Experience working with and troubleshooting of Active Directory, MS Teams, M365 - Strong understanding of TCP/IP, Ethernet, Internet

- Experience troubleshooting latest Windows and Mac OS

- Working knowledge of Incident Management Tools like Service Now.

- Customer-oriented attitude with great presentation and interpersonal skills

- Knowledgeable of at least one software development methodology (e.g., Agile, Scrum, SDLC, Waterfall)

- Clear and concise oral and written communication

- Demonstrated experience in stakeholder expectations management

- Results oriented; self-directed ability to drive change in unstructured environment

Preferred Certifications: Microsoft certification in latest OS preferred upon hire or within two years of hire

Preferrred Education Background: You will likely possess an undergraduate degree (or equivalent), preferably in IT-related field

Preferred Years of Work Experience: You will likely have 3+ years of experience working in a support or related function in an IT environment

Scope of Work: Nature of Work: Executes project/program plans and processes in alignment with established operational objectives. Scope of Work: Primarily focused on own and work of junior team members, and execution of prescribed work plans. Complexity: Complex problems primarily within one's occupation / discipline that require personal judgement of contextual factors. Discretion: Wide latitude in approach to work within established work plans. Organizational Impact: Work efforts have an immediate impact on Avanade and/or client operations. Supervision Received: Works under general guidance and direction, but fully independent in own work with latitude for autonomous decision-making related to work process. Supervision Provided: Supports more junior colleagues on work efforts, with some checking of work. May serve as Career Advisor. Knowledge Applied: Applies advanced knowledge of a learned occupation / discipline.