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Lead Technical Support Engineer

3 months ago

Bethesda, Maryland, United States Shipshape IT Full time
Position: Lead Technical Support Engineer

Company: Shipshape IT

Shipshape IT is on the lookout for a Lead Technical Support Engineer to enhance its expanding technical team. The successful candidate will possess a robust IT background coupled with outstanding communication abilities to effectively engage with both internal personnel and clients.

Position Overview:

  • Address client-facing support inquiries promptly
  • Offer guidance and mentorship to junior team members
  • Engage in network and server oversight
  • Examine documentation for new clientele

Preferred Qualifications:

  • 5+ years of experience in Managed Service Provider (MSP) or onsite support positions
  • Exceptional customer service and communication skills

Key Responsibilities:

  • Deliver on-site and remote desktop assistance
  • Manage tier 2 and tier 3 escalations
  • Address client system outages
  • Coordinate troubleshooting visits
  • Maintain client documentation
  • Participate in training and development initiatives
  • Ensure a high standard of customer service
  • Collaborate with other teams for effective problem resolution
  • Adhere to standard procedures for issue resolution
  • Provide status updates to management
  • Engage in on-call rotation

Essential Experience:

  • Proficiency in Windows and Server support
  • Familiarity with Active Directory and Exchange Server
  • Experience in Office 365 Management
  • Network troubleshooting and support expertise
  • Knowledge of Virtualization Technologies
  • Understanding of web hosting and SSL certificates

Education and Certifications:

  • Bachelor's degree in Computer Science or a related discipline
  • Certifications such as CompTIA A+, Network+, MCSE are preferred

Additional Qualifications:

  • Strong analytical and interpersonal skills
  • Willingness to travel locally to client sites
  • Ability to perform light physical tasks as needed

Company Overview:

Shipshape IT provides competitive salaries and benefits, including health insurance, retirement plan matching, educational support, and team-building activities. The company fosters a supportive work environment that values its employees.