Technical Support Lead

Summary :

The Lead IT Support Engineer delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. The Lead IT support Engineer will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate / document issues for escalation to support groups. They will also provide leadership and technical guidance to the entire

support team.

Essential duties / responsibilities :

• Provide technical assistance and day-to-day support for local and remote incoming inquiries

related but not limited to computer systems, software, hardware, printers, and phones.

email, ticketing system, and phone after leveraging diagnostic programs and other utilities to

find resolutions to problems.

write end-user instructional manuals, guides, and knowledge base articles to post and

maintain on our service desk portal.

situations as required.

upgrades, deployments, and security initiatives.

Required Job Skills and Abilities :

troubleshooting.

application support quickly.

relates to the desktop environment.

issues.

organization.

Required Education and Experience :