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IT Support Lead

Company: The Phoenix Group
Location: New York
Posted on: January 16, 2022

Job Description:

In this Service Desk Team Lead position you will be supporting both users and retail stores. This role will oversee the local service desk team and helpdesk reporting to the Head of IT.

Responsibilities:
Lead and oversee the local Service Desk team to make sure that IT calls are logged, progressed, and resolved
Take 2nd and 3rd line escalated support requests from the IT Service Desk team and Retail Support helpdesk, and resolving in a timely manner
Communicating with global IT leadership to ensure continuity
Owning tickets from logging to resolution
Determining the root of issues and working with Technical Delivery team to implement system fixes according to the company's Change Management protocols.
Taking calls, remote support via LogMeIn, dealing with non-technical customers and executives on a large range of technical issues - some of which will be new to you
Taking responsibility for the 1st line desk to ensure all runs smoothly
Occasional out of hours and weekend on call duties

Qualifications:
Willing to take on any job or task, no matter the size.
5 years experience in a technical support position, retail support experience preferred
Strong knowledge of Windows Desktop and Apple OSX operating systems
Familiarity with Meraki networks, troubleshooting and deployment of new firewalls and wireless appliances when needed
Experience working with Office 365, Azure AD, and Active Directory
Excellent documentation skills including creating new & updating existing support documents
CompTIA A+, Network+ certifications or equivalent are desired but not required
Exposure to Dynamics AX or a similar ERP a plus
Used to creating and ensuring team's adherence to documented process and procedure for builds, new user creation, departed user handling etc.
Understanding of SAM/ITIL processes

Keywords: The Phoenix Group, New York , IT Support Lead, Other , New York, New York

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