Desktop Support Team Leader

Position: Desktop Support Team Leader (Job Description)

The ideal candidate will have a strong background in PC and Windows environment troubleshooting and diagnostics user connection troubleshooting network troubleshooting Office365 knowledge cloud technology and experience with ticketing systems. The Technical Support Lead will oversee the technical support team ensuring timely and efficient resolution of IT issues while maintaining high levels of customer satisfaction. Additionally they should be proficient in supporting the latest IT environments.

Key Responsibilities:

• Effectively research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot advanced technical issues including firewalls switches Windows servers cloud environments such as Azure account setup network configuration application support Active Directory management and security incident response.
• Communicate regularly with assigned clients to ensure service quality meets their expectations.
• Provide critical incident management acting as the liaison between clients and technical teams during outages and other significant events.
• Attend client meetings to support Senior Management on an ad hoc basis as necessary.
• Ensure necessary arrangements are in place to maintain or recover the delivery of systems and services in the event of any physical technical or environmental disaster or major outage providing continuity of service to the client organization.
• Document troubleshooting processes and follow up with clients to ensure their IT systems are fully functional.
• Lead and manage the technical support team providing guidance training and support to team members.
• Diagnose and fix problems with MS Windows operating systems ensuring system stability and performance.
• Assist users with connection issues to ensure seamless network connectivity.
• Provide support and administration for Office365 including email and collaboration tools.
• Manage and support cloud technologies and services ensuring smooth operation and integration.
• Oversee the ticketing system ensuring all support requests are logged tracked and resolved promptly.
• Collaborate with other departments to identify and address technical issues improving overall IT infrastructure.
• Stay updated with the latest industry trends and technologies to provide innovative solutions.

Qualifications:

• Bachelors Degree in Information Technology Computer Science or a related field.
• Minimum of 3 years of experience in technical support with at least 2 years in a leadership role.
• Experience and understanding of Routing Cisco Network Switches Firewalls and VPN.
• Experience working in a service provider environment
• Proficient in diagnosing and fixing MS Windows operating system issues.
• Solid understanding of user connection troubleshooting and network basics.
• Indepth knowledge of Office365 administration and support.
• Experience with cloud technologies (e.g. AWS Azure Google Cloud) and services.
• Excellent leadership communication and interpersonal skills.
• Strong problemsolving abilities and attention to detail.
• Ability to work independently and manage multiple tasks simultaneously.

Remote Work :

No