IT Support

About The Company

Recro is a dynamic and innovative organization committed to transforming the educational landscape through cutting-edge digital solutions. Established with a vision to empower learners and educators alike, Recro has built a reputation for delivering high-quality products and services that foster engagement, collaboration, and lifelong learning. With a dedicated team of professionals and a focus on continuous improvement, Recro strives to stay at the forefront of technological advancements in education, ensuring that its offerings remain relevant and impactful. Our company values integrity, innovation, and inclusivity, creating a workplace where talent can thrive and contribute to meaningful change.

About The Role

We are seeking a highly skilled and experienced Lead IT Support Engineer to join our team at Recro. This pivotal role involves overseeing all aspects of IT support operations, ensuring that our technological infrastructure runs smoothly and efficiently. As a key member of our IT department, you will lead a team of support professionals, manage complex technical issues, and collaborate with various departments to implement system upgrades, security protocols, and user support initiatives. This position offers an exciting opportunity to influence the technological environment of a forward-thinking organization dedicated to educational innovation. The successful candidate will bring a proactive approach, exceptional problem-solving skills, and a passion for delivering outstanding support experiences.

Qualifications

The ideal candidate will possess over 10 years of hands-on experience in IT support, demonstrating a deep understanding of a wide range of systems and technologies. A strong background in troubleshooting Windows, MacOS, iOS, and desktop applications is essential. Candidates should have a solid grasp of networking fundamentals such as DNS, DHCP, TCP / IP, and related protocols. Proficiency in managing enterprise tools like MS Office 365, Active Directory, and provisioning systems is required. Excellent communication skills, organizational abilities, and a customer-centric mindset are vital for success in this role. Relevant industry certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or Cisco certifications are considered an advantage and will set candidates apart.

Responsibilities

As the Lead IT Support Engineer at Recro, your responsibilities will include :

• Serving as the primary technical support contact for all users, troubleshooting hardware, software, and network issues efficiently and effectively.
• Leading, mentoring, and developing a team of support engineers to deliver consistent, high-quality service.
• Managing support tickets through helpdesk systems, prioritizing issues, and ensuring timely resolution.
• Creating and maintaining comprehensive documentation, user guides, and knowledge base articles to facilitate self-service and knowledge sharing.
• Conducting training sessions and workshops to enhance staff technical skills and awareness.
• Collaborating with infrastructure teams on system upgrades, patch management, and implementing security best practices.
• Supporting onboarding and offboarding processes, ensuring smooth transitions and security compliance.
• Monitoring system performance, identifying areas for improvement, and recommending enhancements to optimize support operations.

Benefits

Recro offers a competitive and comprehensive benefits package designed to support our employees' well-being and professional growth. Our benefits include health insurance coverage, retirement savings plans, paid time off, and opportunities for continuous learning and development. We foster a collaborative and inclusive work environment that encourages innovation and recognizes individual contributions. Additionally, employees enjoy flexible work arrangements, including hybrid work options, to promote work-life balance. At Recro, you will have the chance to make a meaningful impact in the education sector while advancing your career in a supportive and forward-thinking organization.

Equal Opportunity

Recro is an equal opportunity employer committed to creating a diverse and inclusive workplace. We do not discriminate based on race, ethnicity, gender, sexual orientation, religion, age, disability, or any other protected characteristic. We believe that diversity enriches our organization and drives innovation. All qualified applicants will receive consideration for employment without regard to any protected status. We are dedicated to providing a fair and equitable hiring process and fostering a workplace where everyone feels valued and empowered to succeed.

Skills Required

Desktop Applications, Dhcp, Ms Office 365, Active Directory, Tcp Ip, Dns, Windows, Macos, Ios