Technical Support Lead job
|Company Type:||Certified B Corporation|
|Impact Area:||Quality of Life|
|Company Name:|| Eileen Fisher|
We make clothes. Simple, well-crafted clothes. We believe in great design. That great design takes time. We make work a place of purpose. Where what you give is as important as what you get. Work is most fulfilling when it is meaningful to you. When your life’s purpose intersects with your work life’s purpose.
We make life the center of business. We do business differently. Purposefully. Consciously. Profit is important. It sustains us. But doing business purposefully takes more than profit. It takes new ideas, new practices. This is business as a movement.
The position will be responsible for the resolution of inbound technical support requests from Wholesale and Retail locations that have been escalated and assigned by Helpdesk Technical Support Associates. Timely and accurate resolution must be professionally documented in assigned Helpdesk tickets. Mentor Technical Support / Helpdesk Associates. The Technical Support Lead will work closely with the Manager in delivering tasks and projects assigned by the Director of the department.
Primary Roles & Responsibilities:
Function as Level II support for the Helpdesk team; troubleshoot and resolve technical issues escalated and assigned by Helpdesk Associates.
Assist Helpdesk Associates with processing Level I Support requests as needed.
Collaborate with members of immediate Technical Services team and other members of the broader Information Technology team in identifying, researching and resolving technical problems impacting end users and retail stores.
Function as technical lead on project teams as well as on support teams assembled to troubleshoot technical issues and perform root cause analysis.
Installs approved software releases, system upgrades, patches and resolves software related problems
Maintains, analyzes, troubleshoots, and repairs computer systems, repair or replace components in laptops, desktops, servers, printers and other peripherals
Maintain Windows and Mac computers; create, manage, and deploy images and upgrades
Troubleshoot and resolve remote connectivity issues impacting access and video conferencing / display issues impacting collaboration
Use experience and judgment to plan and accomplish goals. Must have the ability to recognize problem areas, define solutions, and implement those solutions in a timely manner
Work in an organized manner. Be able to communicate effectively with various audiences including technical piers, end users, leaders, and business liaisons.
Perform other IS/IT support functions as work flow permits