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Lead Technical Support Engineer
2 months ago
Location
Headquarters - Lowell, MA
Employment Type
Full Time
Educational Requirement
Associate's Degree
Compensation
$39.08 Hourly
Sector
Information Technology
Role Summary
At Jeanne DArc Credit Union, we pride ourselves on offering competitive salaries, comprehensive benefits, and a supportive work atmosphere that fosters professional growth. Our team is dedicated to delivering outstanding service to our members and assisting them in making informed financial decisions.
As a Lead Technical Support Engineer, you will play a crucial role in ensuring the optimal performance and reliability of our IT systems. You will provide support to users, internal teams, and branch offices by assessing needs and implementing hardware and software solutions. Additionally, you will act as a key escalation point for the technical support team and collaborate with the infrastructure and systems applications teams.
Key Responsibilities:
- Develop and test application packages and deployments to enhance system performance, including ensuring comprehensive patch coverage. Work alongside cybersecurity teams to conduct scans and accurately report on patch compliance for audit purposes.
- Serve as an escalation point for intricate technical challenges that exceed the capabilities of Tier 1 support.
- Diagnose and resolve complex issues related to hardware, software, and network systems.
- Create and maintain detailed technical documentation and knowledge base articles for both internal and external stakeholders.
- Mentor and train junior technical support specialists to enhance their technical and customer service competencies.
- Participate in an on-call rotation for after-hours support, which may involve extended hours for critical initiatives and user issue resolution.
- Coordinate with external vendors for system maintenance and issue escalation.
- Oversee IT asset management, including both physical and software assets.
- Perform additional job-related tasks as required.
Experience:
1 to 3 years of relevant experience.
Education:
Associate's Degree in Information Technology or a related field is required, or an equivalent combination of education and experience.
Interpersonal Skills:
- This role involves significant personal interaction and requires sensitivity and professionalism.
- Motivating, influencing, and training others is essential at this level.
- Building strong relationships with external contacts is vital, often necessitating the ability to persuade or promote ideas and services.
Technical Skills:
- Proficient in troubleshooting Microsoft Windows and Office suite, Wi-Fi, Active Directory, VoIP, PowerShell, Group Policy, ticketing systems, and OS imaging automation.
- Ability to apply analytical reasoning to daily tasks, take ownership, and work both independently and collaboratively. Must be self-motivated, detail-oriented, organized, and adept at time management.
- Skilled in multitasking, problem-solving, and practical application.
- This position requires physical activities such as standing, sitting, walking, reaching, driving, and occasionally lifting up to 30 lbs.
- Frequent local travel between branch locations is expected.
