Title Technical Engineering Center
Job Information

(Respond to: Diane Katz-Primesoft Inc. diane.katz@primesoftinc.com Joan.Amenn@primesoftinc.com)

Job description

Title: Team Lead, (Technical Engineering Center)
Classification: Non-exempt
Location: Port St. Lucie or Rockville Maryland
Timeframe: Immediate
No Third Parties- US Citizens or Green Card Holders

Position Responsibilities:
· Serve as an escalation point for the team for technical issues, questions about processes, and to strategize the best approach to customer issues
· Act as a role model to the team by providing mentoring and guidance to new hires on the team
· Assist the Technical Engineering Center management team with mentoring, communicating, developing, and training new team members
· Perform spot checks of the ticket queue to ensure that tickets are assigned and addressed as quickly as possible
· Create a motivating environment so the team is as focused and productive as possible throughout the day
· Be a change agent on the team by checking in with the team and continually seeking out ways to improve the employee experience and optimize efficiencies
· Ensure that team members are completing their administrative tasks such as follow-up’s and overhead submissions in a timely manner
· Assist with evolving, fine-tuning, and implementing new processes to ensure the team is operating at maximum efficiency levels and manage various initiatives to help the department improve
· Serve as a back-up to the department head when unavailable or out of office
· Provide telephone, remote, email support and troubleshooting to Client’s Client customers involving the following technologies: advanced Firewalls, advanced Windows server, advanced Exchange server, SSL Certificates, VMWare, Citrix, VoIP, Microsoft Office Applications, Office 365
· Other duties as assigned
Position Requirements:
· Several years of prior experience in a service desk/call center environment
· Strong hands-on/practical experience with the following technologies: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls (e.g., SonicWall, Watchguard), DNS, DHCP, VMware preferred
· Vast knowledge of Client’s Client processes, procedures, products, and services
· Previous experience in a leadership role and/or a desire to pursue a leadership path at Client’s Client
· Experience working as a member of the TEC at Client’s Client for at least 6 months
· Attention to detail and a keen sense of ownership
· Exceptional organization skills and oral/written communications skills
· The ability to work in a fast-paced environment
· Strong verbal and written communication skills
· A willingness to respond to occasional communication from staff after-hours and on weekends
• Strong problem-solving skills and the ability to mitigate conflict and address challenging situations
• Leadership skills to allow mentoring of junior team members
· A Bachelor’s degree in a related field preferred
· Industry certifications such as MCSE, ITIL, CompTIA A+, CompTIA Network+, MTA – Technology Associate, MCSA Office 365, MCSA Windows Server 2016

(Respond to: Diane Katz-Primesoft Inc. diane.katz@primesoftinc.com Joan.Amenn@primesoftinc.com)