Replicon Looking for IT Help Desk Team Lead (L3/L4) at Remote

Replicon; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative company is seeking a skilled technical leader to enhance its Endpoint Management services. This role involves managing enterprise systems, ensuring data integrity, and providing top-tier support. You will engage in complex problem-solving and collaborate with global teams, all while expanding your technical expertise. The ideal candidate will have a strong background in Office 365, Azure, and network concepts, along with a passion for continuous learning and improvement. Join a nurturing culture that values determination and innovation, and make a significant impact in a dynamic environment.

Benefits

Flexible working hours

Professional development opportunities

Collaborative team environment

Health and wellness programs

Qualifications

• 5+ years of Tier 3/4 Support experience managing enterprise systems.
• Strong knowledge of Office 365 and Azure technologies.

Responsibilities

• Build and maintain standard desktop hardware and software configurations.
• Provide leadership and mentorship to less experienced team members.

Skills

Tier 3/4 Support

Network Concepts (TCP/IP, DNS, LAN/WAN)

AWS or Cloud Services

Office 365 Administration

Microsoft Exchange Online

Azure Active Directory

Scripting (Bash, Perl, Python, PowerShell)

ITIL Best Practices

Microsoft Certification

Security Information and Event Management (SIEM)

Education

Bachelor’s Degree in Computer Science

Tools

Microsoft Tools (WSUS, ADFS, DFS, AD)

Office 365

Azure

Job description

Position Overview

Replicon, the Time Intelligence Company, has a comprehensive suite of products, powered by the Time Intelligence Platform, to manage enterprise time, projects, people, costs, gross pay & profits. We support more than 1.5 million people across thousands of customers spanning 180+ countries around the globe.

This is a versatile role providing technical leadership, process assessment, and development in the Endpoint Management service streams.

Work with limited supervision; perform complex analysis of storage, backup and DR environments. Ensure above average reliability, performance, and data integrity through design, installation, configuration and support. This is a great opportunity to get involved with multiple platforms at multiple sites and expand your technical skill set.

Open to work in Global North American working hours.

We have:

1. An innovative, market-leading enterprise solution with a growing customer base
2. An exciting, nurturing culture that rewards a determined attitude of getting things done and problems solved
3. Clear goals with an opportunity to learn new things and explore a variety of avenues
4. Smart, well-connected global teams that work like a family with the sole aim to delight customers
5. An open-minded approach to continuous improvement of people, product and processes

You have:

1. Bachelor’s Degree in Computer Science, Computer Engineering or related field
2. 5+ years Tier 3/4 Support experience in managing and supporting enterprise systems
3. Proven ability to manage, track, and prioritize escalations and incidents to deliver services within stipulated SLAs
4. Sound working knowledge of network concepts including TCP/IP, DNS, and LAN/WAN concepts
5. Working knowledge of AWS or any other Cloud Service provider will be appreciated
6. Design, construct, configure, and maintain all facets of an Office 365 Tenant
7. Maintain a thorough understanding of existing and emerging Office 365 and related core technologies
8. Exchange: delivering messaging and collaboration solutions utilizing Microsoft Exchange Online and Office 365 within large complex environments
9. Office 365: SME for Azure Active Directory, Azure active Directory Federation Service (ADFS), Exchange Online, Exchange Online Protection (EOP), Teams
10. Azure: Should have experience with Azure AD, Intune, Cloud App Security, Conditional Access
11. SharePoint Online: Knowledge of SharePoint Online administration
12. Scripting (Bash, Perl, Python, PowerShell etc.) experience
13. Solid understanding and competency with Microsoft tools, ie. WSUS, ADFS, DFS, AD, group policies, etc.
14. Experience in Security Information and Event Management (SIEM) is an added advantage
15. Effective communication skills, both written and oral, and presentation skills are required as is the ability to communicate calmly and patiently with both technical and non-technical audiences
16. Ability to engage in deep system level problem determination and resolution
17. Must be able to work well within a technical team, as well as interface well with the inside business units and individuals from the business user community.
18. Knowledge of ITIL best practices is desired. ITIL Foundation Certification is a plus
19. At least one Current Microsoft certification such as MCDST (Microsoft Certified Desktop Support Technician), MCSE (Microsoft Certified Systems Engineer) or equivalent skills is required.
20. Ability and willingness to learn new technologies, master them in a quick and flawless manner is a must
21. Willing to Work in North American Hours

What you’ll do:

1. Responsible for building and maintaining standard desktop hardware and software configurations including workstation images and application packages that will be used across the enterprise. This includes building, testing and deploying both custom developed and 3rd party applications and patches. Responsibilities also include assisting and supporting other initiatives including Software Change Management, Hardware selection and deployment, and desktop operating system support and deployment.
2. Responsible for ensuring the interoperability, standards and quality on all desktop deployments on supported Windows and Mac platforms following defined company processes. Creates long term strategies for the Desktop team.
3. Assists the team in resolution of issues submitted to the IT Service Desk to ensure effective operations and resolution.
4. Provides leadership and mentors less experienced team members on more complex issues on a daily basis.
5. Responsible for researching and analyzing technical industry trends to formulate business relevant technology ideas that support BC’s strategic plan and business objectives.
6. Takes the lead on researching current technical trends. Keeps management and the Desktop team current on these trends.