IT Support Engineer - Lead

Responsibilities Include:

• Provide first and second-line technical support to our employees in the local office and remote locations via various forms of interaction (Email, Slack, Walk-in, Ticketing).
• Serves as Tier 3 support. Receives escalated tickets; technically complex mission-critical issues. Maintain ownership of the issue until resolved completely
• Responsible for driving continuous service improvement in the area of technology-related matters affecting end-user productivity and improving user experience satisfaction
• QA to ensure that services and tickets are monitored and logged
• Be accountable for operating the service desk and resolving customer support tickets within SLAs
• Responsible for overseeing support of all end-user devices, including conference systems (A/V & Web Conference) and applications/software within the corporate environment
• Provide hardware, software, and network support for heavy Mac and Windows operating environments
• Demonstrated ability to work autonomously, prioritizing tasks, and making sound decisions while adhering to company policies and procedures, even in high-pressure situations.
• Act as a lead technical resource, providing direction and assistance to team members. Create advanced technical content, including knowledge base and training materials
• Perform hardware repairs, upgrades, and migrations
• Manage employee onboarding and offboarding tasks
• Proven experience in troubleshooting Meraki networks, including resolving WiFi connectivity issues and switch-related problems to ensure seamless network operations.
• Participate in the design and implementation of IT initiatives and work collaboratively with cross-functional teams
• Recommend new solutions and process improvements within the IT team
• Any other tasks that may be assigned to help the company meet its goals

Required Qualifications:

• 8 - 10 years of experience in Information Technology, Information Systems, or an equivalent field
• Extensive experience working according to processes, incidents, and service requests in a structured support system
• Handling escalation cases raised by frontline IT Support Engineers and providing guidelines
• Provide coaching and mentoring to the team
• Monitoring and improving SLA statistics
• Working knowledge of Cloud-based applications
• Effectiveness in utilizing available resources to achieve goals
• Strong technical support experience building, deploying, and troubleshooting computer systems, hardware, printers, and software
• Strong ability to utilize the command line and administrative functions of macOS and Windows machines
• Demonstrated understanding of computer systems, networks, security, telecommunications, databases, and storage systems
• Working knowledge in the administration and utilization of modern SaaS platforms and applications, notably G-Suite, Zoom, Slack, Azure, JAMF, and Okta
• Experience using support ticket management systems, such as Zendesk, is a plus
• Excellent customer service, problem-solving, and analytical skills
• Ability to work well under tight deadlines, respond to rapidly changing demands, and fulfill efficient follow-ups
• Strong sense of ownership and urgency with great attention to detail
• The ability to regularly lift up to 25 kg for duties such as delivering computer hardware, unpacking and moving equipment, etc.

Preferred Qualifications:

• 8 - 10 years of experience working within an IT team in a hyper-growth environment or startup
• Experience supporting an on-site and remote workforce
• Experience or participation in automation initiatives of the employee onboarding and offboarding process is a plus. 
• A bachelor’s degree in the field of Information Technology, Computer Science, and/or relevant industry certification is a plus