​Lead Technical Services Specialist – Field Engineering (Tech Solution Center)

The Technical Team Lead is a key member of the Field Engineering team and works on tasks and projects that are at the highest level of complexity.  You will serve as a subject-matter-expert (SME) and collaborate with various teams to develop solutions for complex problems. Our team thrives and succeeds in delivering high quality services in a hyper-growth environment where priorities shift quickly. The ideal candidate is focused on automation and self-service solutions, coordinates response to incidents, performs various operational functions, provides excellent customer service, and has an advanced understanding of internet technologies and cloud computing.  

Job Responsibilities 

As a Sr. Tech Services Specialist, you will be responsible for the following: 

Team Leadership 

• Lead, train, and coach Tech Solution Center junior associates

• Assist leadership with coverage and staffing plans for Tech Solution Center

• Lead and manage projects within Tech Solutions  

• Drive automation, self-service initiatives, and strategies to streamline operations, enhance user experience, and reduce manual tasks  

• Manage escalations that arise from Tier I and Tier II associates 

Technical Support Operations 

• Lead and provide direct technical support for associates across several work environments, including in-office, hybrid, field, and remote settings 

• Work on a shift, and therefore, the schedule may include weekends and or nights 

• Must be comfortable using multiple channels of communication (i.e. Zoom, Slack, Webex, etc.) to assist internal customers and end-users 

• Ensure that Tech Solution Center policies and procedures are executed correctly 

• Utilize Bomgar to troubleshoot remote clients 

• Follow PCI Protocols 

• Troubleshoot audio/visual hardware and software 

• Open and close tickets within Helix ITSM (formerly called Remedy) or a similar platform 

• Install and troubleshoot printers and network software to control access to printers 

• Install and troubleshoot Microsoft Office and Mac iOs products and collaboration tools i.e. Webex, Slack, Equality, Microsoft Active Directory, Microsoft Azure, Azure DevOps, User identity and access management (IAM) 

• Understand, utilize, and troubleshoot Microsoft Configuration Manager, Microsoft Intune and Windows Autopilot, Cisco AnyConnect, and Zscaler 

Basic Qualifications 

• At least 5 years of hands-on work experience in a technical environment

• At least 2 years experiences supporting and leading teams

• Bachelor's degree in computer science, Information Systems, or equivalent education or work experience 

• Advanced understanding of computing devices, operating systems, software installation and administration 

• Understanding of technical documentation, able to train and develop technical documentation for departmental needs 

• Advanced experience with Microsoft Office tools (Word, Outlook, Excel, etc.)  

• Excellent verbal and written communication skills 

• Strong problem-solving skills  

Preferred Qualifications 

• Understanding of Microsoft Active Directory, network protocols and cloud computing 

• Familiarity with VoIP provisioning and remediation 

• Experience supporting incidents and users in a large enterprise environment 

• PowerShell scripting skills 

• One or more of the following certifications are highly desired: 

• CompTIA Certifications:  IT Fundamentals+, A+, Network+, Cloud+, Security+ 

• Apple Certifications: Apple Certified Support Professional, and Apple Certified IT Professional 

• Microsoft Certifications: Azure Fundamentals, MTA’s (Microsoft Technology Associate), Power BI Data Analyst, Windows Operating Fundamentals, Networking Fundamentals, Security Fundamentals, and Programming Fundamentals 

• Cisco Certification: Cisco Certified Network Associate (CCNA)Experience5+ years of hands-on work experience in supporting and leading teams in a technical environment