Lead Technical Support
US Based Company for IT Services
PKR 500,000 • Published Date: • Pakistan (Hybrid)
Description
The Lead Technical Support leads the resolution of complex IT issues, acts as an escalation point, mentors support staff, monitors service performance, and drives process and knowledge improvements.
Responsibilities
What you’ll do as the Lead Technical Support:
Employees employed in the role of Lead Technical Support shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Oversee Level 2 and Level 3 support for hardware, software, identity, and network issues.
Serve as an escalation point for critical incidents and coordinate timely resolution.
Mentor and train support engineers and improve troubleshooting consistency.
Develop and maintain knowledge articles, standard operating procedures, and support documentation.
Analyze support metrics and recurring issues to implement proactive improvements.
Collaborate with infrastructure and engineering teams and ensure SLA and customer-experience targets are met.
What you will bring to the team:
Bachelor’s degree in IT, Computer Science, or a related discipline.
5+ years of technical-support experience, including 2+ years in a lead or supervisory capacity.
Expertise in Windows, macOS, Active Directory, Microsoft 365, and ticketing platforms.
CompTIA, Microsoft, or ITIL certification preferred.
Strong leadership, communication, prioritization, and customer-service skills.
Experience
5 Years
Apply By
Required Skills
- MacOs
- Service Level Agreement (SLA) Management
- Incident Management
- Customer Service
- Prioritization
- Communication
- Leadership
- Technical Support
- Ticketing Platforms
- Microsoft 365
- Active Directory
- Windows
Nice to Have Skills
- CompTIA
- Microsoft certification
- ITIL Certification
- Problem Solving
- Team Mentoring
- Documentation Development