Lead Support Specialist

Description

Position Overview

As a lead member of our IT support team, you will provide advanced, second-level technical assistance to end-users, resolving complex issues related to computer hardware, software, and systems within a Windows-based environment. A significant component of this position involves coaching, mentoring, and providing technical guidance to Level 1 help desk technicians, contributing directly to the team's growth and the achievement of leadership goals. You will serve as a key escalation point, performing in-depth diagnostics, implementing solutions, and managing small IT projects. Key responsibilities include basic network connectivity triage for LAN, WAN, and wireless access points, asset management administration, and maintaining a comprehensive knowledge base to enable proactive problem resolution. This role requires performing basic Active Directory tasks, Microsoft 365 troubleshooting, and device management using Microsoft Intune, ensuring the daily performance and stability of our computer systems.
 
Position title: Lead Support Specialist
Location: Remote - Colombia

Key Responsibilities

• Help supervise ticket flow in Jira, ensuring proper triage, routing, and escalation.
• Mentor, coach, and provide technical guidance to Level 1 helpdesk technicians to support their professional development and ensure overall team success.
• Serve as the primary escalation point for complex end-user IT issues, providing advanced second-level support for computer systems, hardware, and software.
• Manage small-scale IT projects, overseeing tasks and special assignments to ensure successful completion and alignment with departmental objectives.
• Proactively identify recurring technical problems, implementing permanent solutions and making recommendations for IT improvements to reduce incident volume.
• Diagnose and resolve complex technical issues by installing, modifying, and repairing computer software, and peripherals on Windows operating systems.
• Perform basic network triage for Local Area Networks (LAN), Wide Area Networks (WAN), and wireless access points to resolve initial connectivity issues before escalation.
• Execute fundamental administrative tasks in Active Directory, such as account unlocks and password resets, and provide end-user troubleshooting for Microsoft 365 applications.
• Utilize Microsoft Intune for key device management functions.
• Administer the IT asset management system, ensuring accurate tracking and documentation of software assets.
• Develop, preserve, and grow a comprehensive knowledge base of procedures and solutions for both internal help desk use and end-user self-help resources.
• Strong documentation discipline and ability to follow and improve SOPs and knowledge base articles
• Design and conduct training sessions for computer users to enhance their technical proficiency and understanding of IT systems.
• Manage and progress tickets in Jira Service Management, including triage, updates, proper routing, and escalation.
• Basic familiarity with endpoint security and antivirus concepts is helpful, issues are typically escalated to the appropriate security team.

Required Skills & Experience

• Proven experience providing remote help desk and desktop support, including diagnosing, guiding, and resolving issues related to computer hardware, software, and peripherals through virtual and phone-based assistance.
• Demonstrated leadership abilities, including experience providing technical guidance, coaching, and mentoring to junior help desk technicians.
• Working knowledge of help desk software and remote control tools.
• Experience working in Jira Service Management, or strong experience with similar ITSM ticketing systems and workflows.
• Experience with basic Active Directory user management, such as password changes and account unlocks, and providing end-user troubleshooting for Microsoft 365.
• Proficiency in resolving basic connectivity issues for Local Area Networks (LAN), Wide Area Networks (WAN), and wireless access points through basic triage.
• Strong verbal and written communication skills, with the ability to develop training materials and maintain a knowledge base.
• Proven ability to manage small IT projects and perform asset management administration.
• Familiarity with Microsoft Intune for device enrollment.

Nice to Have Skills

• Professional IT certifications, such as CompTIA A+, Network+, or Microsoft IT Support.
• Familiarity with Microsoft Intune for device enrollment via Windows Autopilot and performing machine resets.
• Experience with PowerShell scripting to automate routine administrative tasks.
• Knowledge of supporting additional operating systems, such as macOS, iOS, or Android.
• Experience with advanced network troubleshooting using command-line tools.

Soft Skills

• Demonstrated leadership capabilities, with a focus on coaching, mentoring, and providing technical guidance to junior team members to foster their growth and ensure overall team success.
• Exceptional communication skills (verbal, written, and presentation), with the ability to convey complex technical solutions clearly to clients of varying proficiency levels and to conduct effective training sessions.
• Advanced analytical and troubleshooting abilities, characterized by a proactive approach to not only resolve immediate issues but also to identify root causes and implement solutions that prevent future occurrences.
• A strong client-centric mindset, demonstrating the ability to understand problems from the user's perspective and guide them through the resolution process with patience and clarity.
• Proven ability to work effectively within a high-performing team environment, collaborating with colleagues and assisting other IT support teams to share knowledge and achieve common goals.
• Excellent organizational and multitasking skills, including the ability to manage small IT projects, maintain meticulous attention to detail, and exercise sound judgment in tracking, routing, and escalating support tickets.

Why You Will Love Working with Us

Join a powerful tech workforce and help us change the world through technology Professional development opportunities with international customers Collaborative work environment Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive
environment for all employees.