Support Engineer

YASH Technologies; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company is seeking a Support Engineer Lead to oversee the support function and manage a team of engineers. This role involves ensuring efficient service delivery, mentoring staff, and driving improvements in customer satisfaction. Ideal candidates will have extensive experience in IT support and a strong technical background.

Qualifications

• Minimum 8 years experience in managing IT Support End User services.
• Proven work experience as a Technical Support Engineer or similar role.

Responsibilities

• Manage a team of Support Engineers and operational management.
• Drive continuous improvement initiatives within the support team.

Skills

Leadership

Communication

Problem Solving

Agile

Education

Bachelor's degree in software engineering

Bachelor's degree in computer science

Tools

JIRA

MS Office

Job description

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Sr. Technical Recruiter at YASH Technologies

We are actively looking for a Support Engineer Lead. If you or your consultant are actively looking for a new job, please share your profile.

Duration: 12 Months

Location: Remote

Resources can be based in Canada or USA

We are searching for an innovative “Support Engineer Lead” who will oversee the organization’s support function and all projects they undertake, analyze briefs, write progress reports, identify risks, and develop work schedules. You should be able to work with your team and inspire them to reach their goals.

As the Support Engineering Lead, you will play a pivotal role in overseeing and managing a team of support engineers responsible for handling support requests and incidents related to network, infrastructure (servers and Azure Cloud), and commercial off-the-shelf products such as MS Business Central and HR Dayforce. This is a leadership position that requires a strategic mindset, technical expertise, and excellent communication skills to ensure the seamless delivery of support services to our clients.

Key Responsibilities:

• Manage a team of Support Engineers, taking responsibility for the operational management of the team, creating, and executing plans and reporting on team activities in the required forums.
• Manage local and remote resources to facilitate the accomplishment of team goals and minimize total SLA violation.
• Assist management by providing recommendations about hardware, software, and staffing.
• Provide guidance, training, and performance evaluations to ensure the team meets and exceeds support service goals.
• Drive continuous improvement initiatives within the support team to enhance efficiency and customer satisfaction.
• Mentor and provide technical training to staff and manage staff development.
• Conduct system education and training seminars for end users, designers, contractors, and others, as requested.
• Ensure continuous training on assigned systems as these items receive updates and enhancements.

Qualifications:

• Bachelor’s degree in software engineering or computer science.
• Minimum 8 years experience in managing the delivery of IT Support End User services with solid knowledge of ITIL V3 Foundation (Service Operations and Release, Control and Validation). ITIL Certification is a plus.
• Ability to lead high-performance teams to drive service delivery and service improvements.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Strong knowledge of network, infrastructure, and commercial off-the-shelf products such as MS Business Central and HR Dayforce.
• Ability to write technical and operational management documentation (system design and engineering documents, operational run books).
• Demonstrated ability to lead and motivate a team in a fast-paced environment.
• Vast experience in facilitating Agile workflows.
• Exceptional ability to prioritize and diagnose technical problems.
• Extensive experience in resolving customer technical queries.
• Ability to relay important application feedback to IT teams.
• Experience in troubleshooting multi-tier enterprise applications and databases.
• Worked in mid/large scale (preferably multi-national) technology services environments.
• Hands-on experience with JIRA (Workflows, Automation), Software Projects, Service Management Projects, incidents, and Change Management.
• Comprehensive knowledge of MS Office products.
• Exceptional written and verbal communication skills.

Thank you

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Engineering, Information Technology, and Consulting

Industries

• IT Services and IT Consulting

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