Technical Support Lead

Join to apply for the Technical Support Lead role at Jet Support Services, Inc. (JSSI) 6 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Overview The Technical Support Lead will serve as the primary point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications. They will demonstrate exceptional customer service and communication skills, with a passion for working with a wide range of technologies. They will possess strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business. Essential Duties and Responsibilities Promptly respond to and resolve tier 1, 2, and 3 end user support requests and log activity in the ticketing system. Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches. Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner. Provide after-hours on-call support as required. Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date. Set up A/V equipment and video conferencing software and support live meetings. Procure IT hardware and software application licenses. Monitor and respond to security alerts, taking remedial action as necessary. Create and maintain technical user guides and IT procedures. Serve as project lead or technical resource for a variety of IT projects. Perform other responsibilities and tasks as assigned. Education and Experience Minimum of 4 years’ experience providing end user support in a fast-paced corporate environment. B.S. in Information Systems or Computer Science, or related field. Certifications such as Microsoft 365 Certified Administrator, A+, and CCNA preferred. Excellent knowledge of Windows operating systems, especially Windows 11. Minimum 2 years of experience in M365 technologies (not Azure): specifically OneDrive, Intune, SharePoint, Defender, and Exchange. Minimum of two years’ experience working in the Microsoft 365 Admin Center, Azure Active Directory, and on-premises Active Directory. Minimum of two years’ experience administering and supporting Microsoft applications such as Outlook, Teams, Excel, Word, SharePoint, and OneDrive. Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals. Experience with diagnostic utilities including Windows Task Manager, Performance Monitor, Event Viewer, and command line utilities. Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration. Experience with computer imaging and package deployment solutions. Personal Attributes Exceptional customer service orientation. Excellent oral and written communication skills. Able to work independently to troubleshoot and resolve a wide range of technical issues. Eager to learn and implement new technologies. High attention to detail. Proven analytical and problem-solving ability. Ability to effectively prioritize and execute tasks in high-pressure situations. Considers security best practices, business context, and other factors when completing work. Mission Statement The Technical Support Lead will serve as the primary point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications. This role requires strong customer service and communication skills, and a proactive approach to solving technical issues to meet business needs. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Airlines and Aviation Referrals increase your chances of interviewing at Jet Support Services, Inc. (JSSI) by 2x Get notified about new Technical Support Specialist jobs in Clark Freeport and Special Economic Zone, Central Luzon, Philippines. Clark Freeport and Special Economic Zone, Central Luzon, Philippines We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr