The Technical Team Lead is a key member of theField Engineering team and works on tasks and projects that are at the highest level of complexity. You will serve as a subject-matter-expert (SME) and collaborate with various teams to develop solutions for complexproblems. Our team thrives and succeeds in delivering high quality services in a hyper-growth environment where priorities shift quickly. The ideal candidate is focused on automation and self-service solutions, coordinates response to incidents, performs various operational functions, provides excellent customer service, and has an advanced understanding of internet technologies and cloud computing. 

Job Responsibilities

As a Sr. Tech Services Specialist, you willbe responsible for the following:

Team Leadership

• Lead, train, and coach Tech Solution Center junior associates

• Assist leadership with coverage and staffing plans for Tech Solution Center

• Lead and manage projects within Tech Solutions 

• Drive automation, self-service initiatives, and strategies to streamline operations, enhance user experience,and reduce manual tasks

• Manage escalations that arise from Tier I and Tier II associates

Technical Support Operations

• Lead and provide direct technical support for associates across several work environments, including in-office, hybrid, field, and remote settings

• Work on a shift, and therefore, the schedule may include weekends and or nights

• Must be comfortable using multiple channels of communication (i.e. Zoom, Slack, Webex, etc.) to assist internal customers and end-users

• Ensure that Tech Solution Center policies and procedures are executed correctly

• Utilize Bomgar to troubleshoot remote clients

• Follow PCI Protocols

• Troubleshoot audio/visualhardware and software

• Open and close tickets within Helix ITSM (formerly called Remedy) or a similar platform

• Install and troubleshoot printers and network software to control access to printers

• Install and troubleshoot Microsoft Office and Mac iOsproducts and collaboration tools i.e.Webex, Slack, Equality, Microsoft Active Directory, Microsoft Azure, Azure DevOps, User identity and access management (IAM)

• Understand, utilize, and troubleshootMicrosoft Configuration Manager, Microsoft Intune and Windows Autopilot,Cisco AnyConnect, and Zscaler

Basic Qualifications

• At least 5 years of hands-on work experience in a technical environment

• At least 2 years experiences supporting and leading teams

• Bachelor’s degree in computer science, Information Systems, or equivalent education or work experience

• Advanced understanding of computing devices, operating systems, software installation and administration

• Understanding of technical documentation, able to train and develop technical documentation for departmental needs

• Advanced experience with Microsoft Office tools (Word, Outlook, Excel, etc.) 

• Excellent verbal and written communication skills

• Strong problem-solving skills 

Preferred Qualifications

• Understanding of Microsoft Active Directory, network protocols and cloud computing

• Familiarity with VoIP provisioning and remediation

• Experience supporting incidents and users in a large enterprise environment

• PowerShell scripting skills

• One or more of the following certifications are highly desired:

• CompTIA Certifications:  IT Fundamentals+, A+, Network+, Cloud+, Security+

• Apple Certifications: Apple Certified Support Professional, and Apple Certified IT Professional

• Microsoft Certifications: Azure Fundamentals, MTA’s (Microsoft Technology Associate), Power BI Data Analyst, Windows Operating Fundamentals, Networking Fundamentals, Security Fundamentals, and Programming Fundamentals

• Cisco Certification: Cisco Certified Network Associate (CCNA)Experience5+ years of hands-on work experience in supporting and leading teams in a technical environment