Deskripsi Pekerjaan
Are you an experienced IT Support professional looking to step into a leadership role with the ultimate flexibility? Scalable OS is seeking a highly skilled and motivated Helpdesk Engineer Team Lead to join our growing team. This is a 100% permanent work-from-home position operating on a night shift schedule.
In this role, you will be the backbone of our technical support operations. You won't just be solving tickets; you will be coaching a team, refining internal processes, and ensuring that our global stakeholders receive world-class IT support. If you are passionate about troubleshooting, documentation, and people management, this is the perfect opportunity to advance your career while enjoying the comfort of your own home.
We prioritize talent and culture. Join a team that values innovation, autonomy, and professional growth.
Tanggung Jawab
- Lead, mentor, and supervise a team of helpdesk engineers, providing guidance on complex technical escalations.
- Manage the end-to-end incident lifecycle to ensure timely resolution and high satisfaction rates.
- Monitor helpdesk performance metrics (KPIs) and provide regular reports to management.
- Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles.
- Facilitate team training and onboarding for new members to ensure technical competency.
- Collaborate with cross-functional teams to implement IT infrastructure improvements.
- Ensure compliance with security protocols and data privacy standards across all support interactions.
Kualifikasi
- Minimum 3-5 years of experience in an IT Helpdesk or Service Desk environment, with at least 1 year in a lead or supervisory capacity.
- Advanced proficiency in Windows/macOS support, Active Directory, Office 365, and VPN troubleshooting.
- Strong background in ticketing systems (e.g., Jira, Zendesk, Freshservice).
- Excellent verbal and written English communication skills.
- Proven ability to thrive in a night-shift environment and manage remote teams effectively.
- Strong problem-solving skills with a logical approach to troubleshooting hardware and software issues.
- Ability to work independently with minimal supervision in a 100% remote setting.