Technical Support Lead
1 week ago
At TEKsystems, we're seeking a skilled Technical Support Lead to join our team. As a key member of our IT support team, you'll provide top-notch technical assistance to our high-level executive employees, ensuring seamless resolution of their IT-related queries and issues.
Responsibilities
• Provide hands-on or remote support to our VIP clients, ensuring timely and successful resolution of their technical queries.
• Take ownership of resolving complex technical issues, leveraging your expertise in MacOS, Windows 10 & 11, Office 365, and other key technologies.
• Collaborate with our team of technical experts to provide comprehensive support, documentation, and maintenance of hardware and software assets.
• Develop and implement knowledge base articles (KBAs) to enhance team efficiency and knowledge sharing.
• Collaborate with vendors to resolve technical issues and ensure prompt escalation when necessary.
• Foster a culture of continuous learning, staying up-to-date with the latest technologies and processes.
Requirements
• 8+ years of experience in Advanced Technical Support, with a minimum of 4 years in a lead or technical support role.
• Proven expertise in Windows 10, 11, Android, iOS, and Mac OS, with the ability to troubleshoot technical issues 'on the fly.'
• Strong network troubleshooting skills, PowerShell experience, and GPO troubleshooting expertise.
• Excellent communication and interpersonal skills, with the ability to decipher technical information and clarify it for senior employees.
• Familiarity with Service Now ticketing and Asset Management workflow, as well as basic Directory Service administration (Active Directory, Azure AD).
• A passion for delivering exceptional customer service and a commitment to teamwork and collaboration.
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