l2 service desk specialist - sme ( Work from Home)Clinic IT Network Support And Business Solutions, Inc.

Service Desk Technical Lead
The Service Desk Technical Lead (TL) possesses a combination of technical expertise, leadership skills, and customer service focus to effectively manage the team and resolve complex technical issues.
This individual is responsible for handling technical issues that require an additional level of technical expertise or knowledge. They also facilitate escalations beyond the Service Desk to other Altourage teams.
At Altourage, it's not just about fixing our clients' problems. It's about helping our clients who use the technology we maintain for them. It's reflected in the way we talk, the emails we write, the notes we take and our desire to go that extra mile for our clients.
In summary, the Technical Lead is responsible for providing technical expertise, ensuring excellent customer service, driving process improvements, and collaborating with other IT teams to deliver efficient and effective IT support services.
Requirements
Three (3) years of experience in Tier/Level 1 and 2 Technical Support.
Minimum of three (3) years of substantial experience installing, troubleshooting, configuring, updating, and maintaining Windows desktop environments.
Prior experience with an MSP (either working with one or working for one)
Extensive knowledge of and experience with Windows 10/11
Experience with MS365 administration - Azure, Endpoint Manager/Intune, Exchange, MS Teams & SharePoint
Experience with O365 application suite, especially Outlook, Teams and OneDrive/SharePoint
Experience supporting Mac and iOS devices
Experience with troubleshooting Windows servers, including issues related to DNS and DHCP
Strong understanding of networking concepts
Must be amenable to work on a Graveyard shift
Responsibilities
Supervising the service desk board, including assigning tickets and tasks, and providing guidance and support.
Properly prioritizing and escalating tickets and client care situations to the New York team.
Handling delicate client care situations, system down emergencies and VIP requests as a primary escalation point.
Helping other team members with ticket management and incoming requests so they can react and maintain our SLA commitments.
Service Queue and Ticket Management
Ensuring that your tickets are handled according to Altourage best practices.
Managing your calendar and workload to respond to requests within our contractual SLA requirements.
Correctly accounting for your time and properly documenting your assigned tickets, as well as updating our internal documentation according to best practices.
Customer Service and Client Management
Delivering exceptional customer service, ensuring prompt and effective communication with end-users or customers, setting expectations, and maintaining a high level of customer satisfaction.
Treating our clients and your team with professionalism, respect, patience, and care.
Maintaining excellent communication with clients and your team to ensure tickets are properly handled and clients are well-informed of the ticket progress.
Serving as the preferred touch point for incoming requests for certain clients.
Retaining technical and client personality knowledge required to provide excellent customer service for your preferred clients.
Technology and Process Improvement
Reading, learning, and mastering all relevant best practice documentation for your position, including ticket management, technology and security standards and time tracking.
Staying current with our technology standards, tools, and methods, as well as with their underlying technologies
Abiding by Altourage's security and confidentiality requirements.
Technical and Incident Management
In-depth knowledge of the organization's IT infrastructure, systems, and applications to provide expert-level technical support to the team.
Assisting with resolving complex issues escalated from frontline service desk staff.
Overseeing the incident management process, ensuring that all incidents are logged, tracked, and resolved within defined service level agreements (SLAs).
Collaborating with other IT teams, and external vendors to resolve issues, implement changes, and ensure the effective delivery of IT services for timely resolution.