13 October 2021
IT Technical Lead

ttg has been engaged to find the next IT Technical Lead for a large media and entertainment conglomerate.
 
Responsibilities:
 
  • You will be part of an onsite support team which delivers exceptional customer service experience by leading, developing, mentoring and auditing the quality of the technical support teams.
  • You are passionate, enthusiastic, and an outgoing individual who has a drive to succeed and is excited about customer service.
  • You will be providing L3 technical expertise and is the SME for business technologies.
  • You also will be providing technical assistance and guidance as needed.
  • Additional tasks and responsibilities as required might be assigned by upper management.
 
Requirements:
 
  • 5 years’ experience providing direct end-user support for a fortune 500 company in a multi system environment including issue resolution, upgrades/patching, new software evaluation and general Q&A across PC, Mac, Tablet, Smartphones and peripherals.
  • Serves as escalation point for local team and business partners.
  • Strong expertise in development of script solutions and automation.
  • Project Management skills and experience highly desired.
  • Participate in Hardware and Software evaluations for creation of end user technical manuals.
  • Strong knowledge of cloud technologies (AWS, O365, etc) highly desired.
  • Comfortable creating and leading end-user technical training.
  • Strong knowledge of mobile technologies highly desired.
  • Must be able to train current and future technical support agents in new technologies and procedures as it pertains to the business needs and agent skill-set deficiencies.
  • Experience with current technologies such as:
    • MS Office Suite/O365 – (Word, Excel, PowerPoint, Outlook) for both MAC and PC
    • Windows 7/10, Apple OSX platforms
    • VOIP Client technology support experience
    • Virtualized desktop environment
    • ServiceNow or Ticketing Software experience.
    • AV Technology support experience
    • Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone, Android
  • Able to effectively communicate with all levels of the organization in written and oral communications.
  • Mission critical support environment experience.
  • Availability 24x7 (On-Call).
  • Willingness to work all shifts (day or night).
 
At ttg, “We Believe In Making A Difference One Person At A Time.” -OPT.