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Customer Support Help Desk Lead

2 months ago

San Ramon, United States TeamLogic, Inc. Full time

Do you have strong customer support help desk skills from a technical perspective? Have you led or do you feel like you are ready to lead a team of customer support representatives? Do you want to grow your own business IT abilities? Do you have some ideas about how you'd like to advance your IT career but would like some guidance from those that have been in the industry and can help with the navigation?

If you answered "Yes" to all or most of these questions, this role might be right for you. It is an IT customer support lead position where you will be given an opportunity to see and participate in many aspects of services delivered to our clients.

In this role, you will be responsible for leading a team of representative that support our clients' needs as the requests come in. We have a team of engineers to be a resource for you so you and the team can get the client taken care of. We refer to this position as a Customer Support Team Lead.

This role is for you if you have a passion for customer service, are an astute problem solver, have an innate ability to navigate a wide range of technical issues, are a quick learner, and are a competent leader. You will thrive if you work well in a fast-pasted and dynamic environment, love talking with people, and enjoy working in a team environment.

If leading a service desk team at a small local office, focused on helping small to mid-sized businesses perform better, grow faster, and achieve more by leveraging technology sounds appealing to you, we'd love to hear from you

As a Customer Support Help Desk Lead your responsibilities include:

  • Lead a team which is the first point of contact for customers by phone, email, or automated alerts from our remote monitoring and management tool.
  • Ensure the team enabled and prepared to provide initial triage work on customer issues: clearly define the problem, identify its seriousness, and determine the appropriate response.
  • Work with the team to handle customer issues, keeping the customer up to date with progress and answering any questions they may have.
  • The team is responsible for configuring and installing new workstations, peripherals and occasionally networking equipment - the process should be continuously improved.
  • Ensure the team is suitability trained to perform network infrastructure troubleshooting.
  • Lead the team through administrative task associated with servers (domain controllers and active directory) and cloud services such as Microsoft 365.
  • Monitor and maintain network systems and troubleshoot problems that arise in client networks.
  • Manage the Tier 1 process and documentation requirements for all tickets processed.
  • Schedule onsite activities
Skills, Knowledge and Experience
  • 2 - 3 years of experience in an IT consulting/advisory company or Managed Service Provider
  • Exceptional customer service and communication skills. Has the ability to articulate technical issues to non-technical people.
  • Strong written communication skills in documentation and communicating with customers through multiple platforms.
  • Experience following process and familiarity with using Professional Service Automation (PSA), ticketing systems.
  • A college degree in computer science or related field, preferred.
  • You must have a good driving record as you may be asked to drive either your own vehicle or a company car on service calls.
  • At least three years' experience (or equivalent education) in the following areas:
    • Windows PCs:
      • Install and manage Windows operating systems in both Workgroup and Domain environments.
      • Set up new PCs and migrate applications/data from old PC to new PC
      • Working knowledge of common Windows applications (Office 365, Adobe apps etc.)
      • Troubleshoot and repair common hardware problems to the subassembly level (power supply failure, hard drive failure, video graphics card failures, etc.)
    • Windows Servers
      • Implement and manage Active Directory and DNS services
      • Setup and manage network security and file/folder security
      • Manage certificates in Certificate Authority
      • Manage print servers
    • Microsoft/Office 365 and/or Exchange Servers
      • Configure mail security, e.g. sender policy, recipient filtering, block lists
      • Backup/restore mailboxes and public folders
      • Database and PST management
      • Outlook Web Access
    • Other Required Skills
      • Virus removal
      • Spam counter-attack strategies
      • Manage and troubleshoot Local Area Networks

We offer competitive salaries, excellent benefits, challenging work, opportunities for career growth, ongoing training, and a great team to work with and

Our growth isn't measured in numbers, it's an investment in aligning with the best talent

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you'll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That's a good thing since technology is always advancing, creating an environment that's fast-paced and dynamic. When you work for a local office, you're part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
We're Committed to a People First Culture

Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.