IT Support Engineer - Lead chez Floqast

We are seeking an IT Support Engineer Lead to provide front-line technical support to all FloQast employees. As an IT Support Engineer Lead, you will work on the day-to-day setup, support, and troubleshooting of end-user applications. The ideal candidate will be a highly self-motivated technologist who thrives in a fast-paced working environment and who is willing to roll up their sleeves to get the job done.

Responsibilities Include:

Provide first and second-line technical support to our employees in the local office and remote locations via various forms of interaction (Email, Slack, Walk-in, Ticketing).

Serves as Tier 3 support. Receives escalated tickets; technically complex mission-critical issues. Maintain ownership of the issue until resolved completely

Responsible for driving continuous service improvement in the area of technology-related matters affecting end-user productivity and improving user experience satisfaction

QA to ensure that services and tickets are monitored and logged

Be accountable for operating the service desk and resolving customer support tickets within SLAs

Responsible for overseeing support of all end-user devices, including conference systems (A/V & Web Conference) and applications/software within the corporate environment

Provide hardware, software, and network support for heavy Mac and Windows operating environments

Demonstrated ability to work autonomously, prioritizing tasks, and making sound decisions while adhering to company policies and procedures, even in high-pressure situations.

Act as a lead technical resource, providing direction and assistance to team members. Create advanced technical content, including knowledge base and training materials

Perform hardware repairs, upgrades, and migrations

Manage employee onboarding and offboarding tasks

Proven experience in troubleshooting Meraki networks, including resolving WiFi connectivity issues and switch-related problems to ensure seamless network operations.

Participate in the design and implementation of IT initiatives and work collaboratively with cross-functional teams

Recommend new solutions and process improvements within the IT team

Any other tasks that may be assigned to help the company meet its goals

Required Qualifications:

8 - 10 years of experience in Information Technology, Information Systems, or an equivalent field

Extensive experience working according to processes, incidents, and service requests in a structured support system

Handling escalation cases raised by frontline IT Support Engineers and providing guidelines

Provide coaching and mentoring to the team

Monitoring and improving SLA statistics

Working knowledge of Cloud-based applications

Effectiveness in utilizing available resources to achieve goals

Strong technical support experience building, deploying, and troubleshooting computer systems, hardware, printers, and software

Strong ability to utilize the command line and administrative functions of macOS and Windows machines

Demonstrated understanding of computer systems, networks, security, telecommunications, databases, and storage systems

Working knowledge in the administration and utilization of modern SaaS platforms and applications, notably G-Suite, Zoom, Slack, Azure, JAMF, and Okta

Experience using support ticket management systems, such as Zendesk, is a plus

Excellent customer service, problem-solving, and analytical skills

Ability to work well under tight deadlines, respond to rapidly changing demands, and fulfill efficient follow-ups

Strong sense of ownership and urgency with great attention to detail

The ability to regularly lift up to 25 kg for duties such as delivering computer hardware, unpacking and moving equipment, etc.

Preferred Qualifications:

8 - 10 years of experience working within an IT team in a hyper-growth environment or startup

Experience supporting an on-site and remote workforce

Experience or participation in automation initiatives of the employee onboarding and offboarding process is a plus. 

A bachelor’s degree in the field of Information Technology, Computer Science, and/or relevant industry certification is a plus

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