Technical Leads are responsible for creating emotionally driven experiences and relationships with our clients and team members each and every day. This position will be front line technical support for end users; actively listening to client problems and concerns in order to effectively remediate issues. Support is primarily remote, but on-site interaction and support is a part of the job. Each technical lead will escalate within and outside of the team in order to ensure client service and experience is set to the highest levels. Responsible for acting as technical escalation point and mentor for support staff as well as ticketing management and resource allocation as needed.

Essential Functions:

  • Creating unforgettable customer experiences every day
  • Quickly and professionally address customer issues
  • Provide front-line technical support for customer Information Technology systems
  • Document steps to remediation of issues in a detailed and professional manner
  • Work with support team and management to ensure issues are processed quickly and effectively for the highest support levels
  • Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism
  • Ensure incidents and tickets are filled out according to company standards
  • Required to participate in an after-hours and on-call rotation to provide support to emergency client issues
  • When applicable, time must be entered accurately to ensure the best service standards for our clients
  • Perform complex repairs to software or peripheral equipment configurations, following design or installation specifications
  • Minor training of users in the proper use of hardware or software
  • Answers user inquiries regarding computer software or hardware operation to resolve problems
  • Setup user accounts and configure email access through multiple applications
  • Refer major hardware or software problems or defective products to vendors or technicians for service
  • Act as escalation point for complex issues for peers
  • Provide mentorship and leadership for team members
  • Delegate tickets and tasks for the team as needed
  • Provide high-level oversight to ticket boards to aid in delivery of SLAs and high-service standards

Technical Requirements:

  • Bachelor’s degree and/or four plus years related experience
  • MCP/Net+/A+ Certification or equivalent experience
  • 4 years’ experience in customer service or support center systems
  • Small Business consulting or technical service delivery is a plus
  • Must be able to logically plan – provide structured outlines and plans for the implementation or changing of client networks or workflows. This information should be well documented
  • Understand when to escalate issues. Knowing when to handoff a problem to more qualified team members is critical
  • Ability to train and mentor others

Must be proficient at an expert level in most of the following skills:

  • Client/Server application interaction
  • Basic web systems
  • Exchange On Premise Systems and Office 365
  • Microsoft Server Operating Systems
  • Windows Operating Systems
  • Terminal Services and Citrix
  • Firewalls – Including but not limited to SonicWall, Juniper and Cisco
  • Routers and Switches
  • Active Directory – GPOs, Policies, Sites, Users, Groups and Security
  • Anti-Virus Software
  • MS Office (Word/Excel/Powerpoint), Outlook
  • Internet Explorer and Web Based add-ons (ActiveX, Java client)
  • TCP/IP Connectivity
  • DHCP
  • DNS

Must be proficient at an advanced level in most of the following skills:

  • Enterprise onsite and offsite backup solutions
  • Virtualization Software such as VMware
  • SAN and Network Storage Solutions
  • VPN hardware and software
  • Microsoft Visio
  • Connectwise

Key Skills:

  • Keen ability to problem solve
  • Ability to logically plan
  • Strong oral and written communication
  • Continual desire to learn, absorb, and apply new information and skills
  • Extraordinary focus on customer service
  • Innate ability to multi-task and stay organized
  • Exhibit a professional demeanor and strong interpersonal skills
  • Ability to interact in a variety of situations to include: customer service, orientations, training and networking

Salary

$45,000 – $70,000

How To Apply:

To get to the best candidates we have implemented a new application process. Complete our pre-employment tests and apply using the link below. (This process takes roughly 30 minutes)

Apply Now!