Technical Support Lead

Looking for a passionate, hands-on Technical Support Lead to join our team of IT superstars

What is the role

The following include but may not be limited to the responsibilities of the Technical Support Lead:

• Cross-Functional Collaboration:
  Partner with network engineering, business applications, and database teams to optimize server performance and availability. Engage with end-users, clients, and management to gather and address complex system and infrastructure requirements.
• System Design & Documentation:
  Develop detailed system diagrams and documentation. Maintain records of current architecture and technology assets and recommend enhancements to improve efficiency and scalability.
• Security & Compliance:
  Conduct regular server and security audits, manage backup and recovery processes, and support disaster recovery and business continuity plans. Implement and maintain robust data center security protocols.
• Technical Support & Mentorship:
  Provide expert-level support to Tier 2 specialists and junior staff. Lead troubleshooting efforts, mentor team members, and help establish standardized processes, ticketing protocols, and escalation procedures. Participate in on-call rotations and assist with desktop support as needed.
• System Administration & Optimization:
  Manage enterprise directory services, server integrations, and user accounts. Monitor system performance, perform updates and backups, and evaluate new technologies through cost-benefit analyses.
• Vendor & Asset Management:
  Coordinate with vendors and service providers to procure system-related products and services. Oversee hardware and software inventory, and support development teams throughout project lifecycles.

Work Set-up/ Work Schedule

• Hybrid (1x a month onsite)
• U.S. Central Time hours (either 8:00 AM to 5:00 PM or 3:00 AM to 12:00 PM CST)

Who we are looking for

• 5 years' experience as a Technical Support Lead
• Exceptional Communication Skills
• Operating Systems Expertise including Microsoft environments
• Windows Server Administration experience
• Microsoft 365 Administration (Intune, Azure AD, MS Teams, Exchange online)
• Cloud Infrastructure Management (Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP)
• Experience mentoring junior team members, providing guidance on technical troubleshooting, best practices, and process improvements to enhance overall team performance.
• Working knowledge of a wide range of diagnostic tools and utilities for effective issue resolution.
• Strong ability to independently research and resolve a broad spectrum of computing issues.

Nice to haves

• Networking: Foundational knowledge of networking technologies and protocols, including Cisco and Fortinet systems, SD-WAN, MPLS, SIP, Site-to-Site VPNs, LAN, WAN, and VLAN configurations
• Patch Management & Security: Understanding of patch management processes and security surveillance administration, with a focus on maintaining secure and compliant systems.
• Server Hardware & Network Equipment: Experience installing, configuring, and maintaining server hardware, including Flash, SSD, SCSI, RAID, I/O topology and related infrastructure
• Enterprise Storage: Proficient in managing SAN and NAS systems; experience with EMC storage solutions is a plus.

What we offer

At New Era Technology, we are committed to providing our employees with rewarding and fulfilling work experience. In addition to a competitive salary, we offer a range of benefits, including:

• Day 1 HMO 1 free dependent
• Health and Wellness Reimbursement Benefits
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differential pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided