Posted 2 months ago
Helpdesk Lead
AI Summary
Tier III helpdesk lead who resolves complex hardware, software, network and security incidents, mentors junior staff, and builds automated solutions to prevent recurring issues.
About this role
Responsibilities:
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Serve as the final escalation point for complex technical issues unresolved by Tier I and Tier II, owning tickets through to resolution within our ticketing system.
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Diagnose and resolve advanced hardware, software, network, and infrastructure issues, documenting all findings and resolutions.
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Lead root cause analysis (RCA) for critical incidents and outages, completing post-mortems and linking problem records to known error articles in the CMDB.
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Administer and troubleshoot enterprise systems including servers, virtualization platforms, cloud environments, Entra ID, and core network infrastructure.
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Investigate and respond to security incidents, enforcing patch management, vulnerability remediation, and compliance policies.
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Create and maintain technical documentation.
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Develop and deploy automated solutions using PowerShell, Python, or Bash to eliminate repetitive tasks, accelerate remediation, and improve system reliability.
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Leverage platform reporting and dashboards to identify ticket trends, recurring incidents, and opportunities for proactive problem management.
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Engage vendors and third-party publishers to resolve product defects and act as a technical liaison between IT and business stakeholders during major incidents or projects.
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Author and maintain knowledge base articles, runbooks, and SOPs.
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Manage, mentor and train Tier 1/2 staff to reduce escalation volume.
Qualifications:
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3+ years of IT support experience with exposure to advanced troubleshooting or escalation.
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Hands-on experience with Microsoft Azure (M365, Intune, Entra ID, or similar).
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Working knowledge of ITSM platforms.
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Some scripting or automation experience (PowerShell, Python, or Bash).
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A strong communicator who stays composed under pressure.
Preferred Skills and Experience:
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Microsoft Azure (AZ-900, AZ-104) and Microsoft 365 certifications.
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ITIL certification.
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Experience with Microsoft 365, Intune, or cloud environments.
You Love To:
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Learn and deploy modern technologies.
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Perform as a self-starter and manage your own time.
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Analyze and solve tough technical problems by leveraging leading-edge technologies.
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Demonstrate your expertise through a consultative and collaborative approach to engineering.
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Join monthly company outings and quarterly local service projects.
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Eat lunch as a team every Friday and have your hand at conquering our reigning ping-pong champions.
