Must-Haves
- Cultural Alignment:A team player with a positive attitude who thrives in a collaborative, professional environment.
- Leadership Ability:Capable of taking initiative, guiding others, and setting a strong example through accountability.
- Process & Documentation Focus:Detail-oriented with strong organizational skills; committed to clear documentation and structured workflows.
- Ownership Mindset:Someone who values consistency, embraces responsibility, and follows through on commitments.
- Technical Expertise:Hands-on experience with Microsoft 365, Azure, Networking, Firewalls, and the broader Microsoft ecosystem.
Primary Responsibilities
- Team Guidance & Support:Provide daily guidance to the Technical Support Team, ensuring achievement of performance objectives (KPIs) and strengthening knowledge of company systems and processes.
- Training & Leadership:Act as the primary “on-the-floor” resource, offering technical guidance, training, and operational support to Level I/II staff. Provide escalation support and serve as liaison with Level III/IV teams.
- Hands-On Support:Take calls and work tickets during high-volume periods to ensure service delivery.
- Collaboration & Planning:Partner with the IT Services Manager and Technical Resource Coordinator to define project requirements, assign work, develop team schedules, and ensure proper ticket triage and callback management.
- Performance & Operations:Lead weekly stand-ups and operational reviews; analyze team performance with management; identify risks or improvement opportunities, propose solutions, and present recommendations.
- Policy & Process Development:Provide feedback to management for the development and maintenance of support policies, standards, and procedures. Maintain documentation of systems and processes.
- Hiring Support:Participate in panel interviews for new team members and provide input on candidate selection.
- Resource Management:Assist in scheduling and resource allocation to balance support workload and projects.
- Knowledge Management:Maintain expertise in the central business management system and provide support for its use.
- Other Duties:Assist with additional responsibilities as needed.
Job-Specific Experience
- High school diploma (required); Associate’s or Bachelor’s in Computer Science or related field (preferred).
- Total IT – 7-12 Years – 5+ years of experience in customer service and technical support. 3–5 years of hands-on experience with Microsoft services/tools.
- Prior experience leading small teams or managing escalations (preferred).
- Equivalent combinations of education and experience will be considered.
- Workstations:Skilled in deploying, configuring, and troubleshooting workstations for optimal performance and user productivity.
- Servers:Proficient in advanced server management including file sharing, NTFS permissions, GPOs, printer sharing, M365 administration (SharePoint, Teams, Exchange, mailboxes, filtering), AD schema, VDI, virtualization (ESXi, Hyper-V, KVM), Azure AD Sync, and core server services (DHCP, DNS, RDS, Clustering, Load Balancing).
- Networking:Experienced in designing and configuring LAN/WAN/WLAN/SAN/SD-WAN/MPLS networks, working with firewalls, routers, switches, WAPs, VPNs, subnetting/IP addressing, DHCP/DNS/NTP, cloud connectivity (SaaS, IaaS, DaaS, hybrid), and remote access solutions. Proficient with network monitoring, discovery tools, and performance troubleshooting.