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Lead Technical Support Specialist

2 months ago

Pleasanton California, United States IBA Infotech Inc. Full time
Job Title:
Senior Technical Support Engineer

Location:
Fremont, CA or Pleasanton, CA

Job Type:
Contract W2

Interview:
Phone/Skype

Job Overview:

We are looking for a seasoned and proficient Technical Support Engineer to enhance our innovative team at IBA Infotech Inc. in either Fremont, CA, or Pleasanton, CA.

The successful candidate will possess a robust background in overseeing and supporting extensive IT infrastructures, particularly in settings that incorporate both Windows and Mac OS platforms.

This position necessitates the capability to manage numerous computer servers and direct a substantial team of support personnel to guarantee the uninterrupted functioning of our IT services.


Key Responsibilities:

Server Oversight:

Supervise the administration, configuration, and upkeep of a multitude of Windows and Mac OS servers to ensure peak performance and dependability.


Expert Technical Assistance:

Deliver high-level support for all technical challenges associated with Windows and Mac OS systems, ensuring prompt resolution of issues.


Leadership:

Direct and manage a team of over 100 technical support professionals, offering mentorship, training, and performance assessments to uphold a superior service standard.


System Surveillance:
Establish and manage system monitoring protocols to proactively detect and resolve potential issues before they disrupt operations.

Incident Response:
Address escalations and significant incidents, ensuring swift resolution and minimal service interruption.

Documentation Management:
Maintain thorough documentation of all systems, processes, and procedures to ensure consistency and operational efficiency.

Collaborative Engagement:
Collaborate closely with other departments to comprehend their IT requirements and provide suitable solutions and support.

Security Adherence:
Ensure that all systems and processes align with applicable security standards and best practices.

Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related discipline.

5+ years of experience in a technical support or IT infrastructure management capacity.

Extensive experience with Windows and Mac OS environments.

Demonstrated ability to manage and support large-scale IT infrastructures with numerous servers.

Strong leadership capabilities with experience overseeing large teams of technical support personnel.

Exceptional problem-solving abilities and the capacity to perform under pressure.

Excellent communication skills, both written and verbal.

Relevant certifications (e.g., MCSE, CompTIA A+, Apple Certified Support Professional) are advantageous.