Systems Support Engineering (SSE) Tech Lead

New York, New York, United States

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We are seeking a Systems Support Engineer (SSE) tech lead who will serve as the primary provider of technology support to users throughout our global enterprise and work in a leadership capacity with the SSE manager to guide the team to reach customer service goals. In this dynamic position, you will be exposed to multiple technology disciplines including Windows Workstation, Windows Server, MS Exchange, Linux, switches, and telecommunications. The successful candidate will have a strong interest and background in PC hardware, operating systems, network functionality, ticket analysis, and foundations in IT Service Management practices. Systems Support Engineering team is the principal owner of service requests and incidents as well as the customer’s overall satisfaction, resolving issues independently, or following appropriate escalation processes when necessary.  

Main responsibilities of this role include:

  • Acting as a point of contact for end-users to receive support and maintenance for systems in a Windows and Linux environment;

  • Work with customers, peers, and management as an escalation point to help guide high priority tickets through to execution;

  • Assist in guiding and mentoring team members in process, documentation, and in every day practices.

  • Effectively using your knowledge base and other tools to diagnose and resolve hardware, software, network and account-related  issues;

  • Deploying, installing, and maintaining PCs and software, including tending to all adds, moves, and changes;

  • Appropriately documenting all required information in call tracking system;

  • Diligently creating and maintaining knowledge base articles as appropriate;

  • Exercising appropriate workflow and time management;

  • Carrying out additional duties, which may vary based on your skillset and your specialization.

Requirements Include:

  • At minimum, a Bachelor’s degree in a computer science, engineering, or related field from an accredited institution;

  • Familiarity with common networking technologies and troubleshooting techniques.

  • Past experience as a tech lead or a senior member of a support team

  • Demonstrated interest and experience in training and mentoring junior support team members;

  • Knowledge and experience working in an IT Service Management support desk which entails Incident/Problem/Change Management

  • Understanding ticket workflow and analysis of key metrics such as Mean Time to Resolve, Time to Dispatch, First Call Resolution, etc.

  • Excellent communication, presentation, and client-facing skills.

  • Demonstrated responsiveness, resourcefulness, and follow through.

Additional Preferred Qualifications Include:

  • Three to four years of experience in an IT-related field.

  • Experience in administering accounts and policies in an Active Directory environment.

  • Proficiency with troubleshooting and resolving problems pertaining to workstation connectivity, MS Office, and malware.

  • Ability to debug and improve infrastructure installation and configuration scripts written in Powershell and BASH

  • Experience with Linux repository management, system patching, and CLI administration.

  • ITIL foundations certification is a plus.

  • MCSE or Industry-level certification such as LPI or similar.

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