• Technical Lead

    Job Locations US-TX-Houston
    Posted Date 4 weeks ago(11/15/2018 12:53 PM)
    Job ID
    2018-1044
    # of Openings
    1
    Category
    Information Technology
  • Overview

    An established 30-year-old yet growing $150M+ technology company, with 200 employees in multiple states, based in Houston, is seeking a Technical Lead. In this role you will be the face of Computex for the client and be responsible for ensuring all activities related to the client are progressing, including handling escalations as needed.  The ideal candidate will understand the client landscape from a technical and key stakeholder standpoint. You will keep both the client and Computex NOC engaged and informed throughout any technical issues or projects that come up.

    Responsibilities

    • Foster strong working partnerships with members of the NOC team, key customer stakeholders, Account/Sales team
    • Act as a technical escalation person/technical troubleshooting for incident management of issues
    • Build the client reputation, and build relationship with the client's operational and key stakeholders
    • Lead technical weekly case reviews with client’s management and NOC management
    • Lead case resolution with emphasis on high severity by coordinating right technical resources
    • Ensure root cause analysis is performed on any business impacting issues
    • Perform technical support relating to technical issues involving Microsoft’s core business applications and operating systems
    • Perform technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
    • Perform remote access solution implementation and support: VPN, Kaseya and other tools
    • Adhere to systematic updates for documentation maintenance
    • Communicate with end users and stakeholders as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
    • Support of disaster recovery solutions
    • Advanced understanding of operating systems, business applications, printing systems, and network systems
    • Perform other duties as required and/or assigned
    • Employee must be able to perform essential functions of the job with or without reasonable accommodation

     

    Qualifications

    • Must have 5 years of experience working at 100+ user helpdesk
    • Expertise in Microsoft applications including Skype for Business
    • Excellent verbal and written communications skills
    • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
    • Experience coordinating projects from through the entire life-cycle
    • Diagnosis skills of technical issues
    • Ability to multi-task and adapt to changes quickly
    • Technical awareness: ability to match resources to technical issues appropriately
    • Understanding of support tools, techniques, and how technology is used to provide IT services
    • Typing skills to ensure quick and accurate entry of service request details
    • Self-motivated with the ability to work in a fast-moving environment
    • Fast turnaround of customer requests
    • Ability to escalate service requests that require Sr. engineer level support
    • Responsible for entering time and expenses in Connect-Wise as it occurs

     

     

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