Job Summary
We are seeking a Technical Lead with 3 to 5 years of experience to join our dynamic team. The ideal candidate will have expertise in Change LifeCycle Management IT Service Management Incident Management and End User Tools such as Nexthink. Proficiency in Macintosh OS X Laptop Support Service Now Windows Networking and Remote Desktop Support is essential. This hybrid role requires a strong background in Field Service and Operations Management. The position operates during the day shift wi
Responsibilities
Lead the technical support team in managing and resolving incidents efficiently.Oversee the Change LifeCycle Management process to ensure smooth transitions and minimal disruptions.Provide expert guidance in IT Service Management to maintain high service quality.Utilize Nexthink and other end user tools to monitor and enhance user experience.Support Macintosh OS X laptops ensuring seamless operation and troubleshooting issues.Manage Service Now platform for incident tracking and resolution.Ensure Windows systems are up-to-date and secure providing necessary support.Handle networking tasks to maintain robust and reliable connectivity.Offer remote desktop support to resolve user issues promptly.Collaborate with the Field Service and Operations Management team to optimize service delivery.Implement best practices in incident management to reduce downtime and improve efficiency.Conduct regular system audits and updates to maintain optimal performance.Provide training and support to junior team members to enhance their skills.
Qualifications
Possess a strong background in Change LifeCycle Management and IT Service Management.Demonstrate proficiency in Incident Management and End User Tools like Nexthink.Have extensive experience in Macintosh OS X Laptop Support and Service Now.Show expertise in Windows systems Networking and Remote Desktop Support.Exhibit a solid understanding of Field Service and Operations Management.Display excellent problem-solving skills and the ability to work under pressure.Possess strong communication skills to effectively interact with team members and users.Have a proactive approach to identifying and resolving technical issues.Show commitment to continuous learning and staying updated with the latest technologies.Demonstrate the ability to work independently and as part of a team.Have a customer-centric mindset to ensure high levels of user satisfaction.Exhibit strong organizational skills to manage multiple tasks and priorities effectively.
Certifications Required
ITIL Certification CompTIA Network+ Microsoft Certified: Windows Server Fundamentals