SYSTEMS RESPONSE TECHNICIAN TEAM LEAD

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Key Areas of Responsibility

  • Leading the Systems Response Technician (SRT) Team and ensuring SRT and alert tickets follow the proper standard operating procedure by assisting with the quality assurance of tickets.
  • Monitoring backup, Cylance, Meraki, N-able, and infrastructure alerts, and troubleshooting/escalating accordingly.
  • Following standardized operating procedures and creating new procedures when required.
  • Identifying out of warranty/out of date devices and informing the Client Success Team.
  • Participating in the research and implementation of automation solutions.
  • Providing support and assistance to the Director of Advanced Solutions in meeting the key objectives of the Advanced Solutions Team.
  • Managing resource work load and ensuring the most effective and efficient service.
  • Acting as an escalation point within the SRT Team.
  • Identifying opportunities for continual process improvement.
  • Providing training for the team with focus on continuous improvement and development.

SKILLS & KNOWLEDGE REQUIREMENTS

Combination of experience, education, and certifications:

  • 8+ years of previous and progressive technical support experience.
  • Diploma or Bachelor Degree related to Systems Administration or Networking.
  • Microsoft certifications and other certifications from Meraki, Cisco, etc.
  • Ability to work with a limited degree of supervision, with oversight focused only on complex new assignments.

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