Lead IT Support Engineer

Responsibilities :

- Be the go-to expert for technical support across systems, software, hardware, and devices.

- Lead and mentor a skilled support team, ensuring smooth operations and exceptional service.

- Manage and resolve support tickets with precision and professionalism.

- Create and maintain user-friendly documentation, guides, and knowledge base articles.

- Conduct engaging tech workshops and training sessions for staff.

- Collaborate on system upgrades, patching, and security initiatives with our Infrastructure team.

- Support onboarding/offboarding processes and ensure seamless transitions.

Requirements :

- 10+ years of hands-on IT support experience.

- Expertise in Windows, macOS, iOS, and desktop/application troubleshooting.

- Strong grasp of networking concepts (DNS, DHCP, TCP/IP).

- Proficiency in MS Office 365 Active Directory, and provisioning tools.

- Excellent communication, organizational, and customer service skills.

- Experience with helpdesk applications and collaborative tools. Relevant certifications are a plus.