Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer many opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.
Lead Support Specialist
Location
Colombia
Posted
10 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Lead Support Specialist
Lean Solutions Group
Role Description 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. - Help supervise ticket flow in Jira, ensuring proper triage, routing, and escalation. - Mentor, coach, and provide technical guidance to Level 1 helpdesk technicians. - Serve as the primary escalation point for complex end-user IT issues. - Manage small-scale IT projects, overseeing tasks and special assignments. - Proactively identify recurring technical problems and implement permanent solutions. - Diagnose and resolve complex technical issues by installing, modifying, and repairing computer software and peripherals. - Perform basic network triage for LAN, WAN, and wireless access points. - Execute fundamental administrative tasks in Active Directory. - Utilize Microsoft Intune for key device management functions. - Administer the IT asset management system. - Develop, preserve, and grow a comprehensive knowledge base. - Strong documentation discipline and ability to follow and improve SOPs. - Design and conduct training sessions for computer users. - Manage and progress tickets in Jira Service Management. - Basic familiarity with endpoint security and antivirus concepts. Qualifications - Proven experience providing remote help desk and desktop support. - Demonstrated leadership abilities, including experience providing technical guidance. - Working knowledge of help desk software and remote control tools. - Experience working in Jira Service Management or similar ITSM ticketing systems. - Experience with basic Active Directory user management. - Proficiency in resolving basic connectivity issues for LAN, WAN, and wireless access points. - Strong verbal and written communication skills. - Proven ability to manage small IT projects and perform asset management administration. - Familiarity with Microsoft Intune for device enrollment. Requirements - Professional IT certifications, such as CompTIA A+, Network+, or Microsoft IT Support. - Familiarity with Microsoft Intune for device enrollment via Windows Autopilot. - 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, focusing on coaching and mentoring. - Exceptional communication skills, with the ability to convey complex technical solutions. - Advanced analytical and troubleshooting abilities. - A strong client-centric mindset. - Proven ability to work effectively within a high-performing team environment. - Excellent organizational and multitasking skills. Benefits - 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. - Contribute to shaping the data landscape within a dynamic and growing organization.
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