Deskripsi Pekerjaan
Don’t miss your chance — apply today and work alongside some of the most talented professionals in the field! Twoconnect is seeking a highly skilled Lead Technical Support Engineer to join our remote workforce. In this pivotal role, you will serve as the technical authority for our clients, driving excellence in service delivery and resolving complex technical challenges. We are committed to fostering a collaborative environment where innovation thrives, and we are looking for a leader who can guide our technical team to success.
This is a fully Work From Home position with a Midshift schedule, offering you the flexibility to balance your career with your personal life. If you have a strong foundation in IT support and a passion for mentoring others, this is the perfect opportunity to advance your career with a forward-thinking company.
Tanggung Jawab
- Lead the daily operations of the technical support team, ensuring high-quality service delivery and technical accuracy.
- Diagnose and resolve complex technical issues escalated from Tier 1 support agents, including hardware, software, and network problems.
- Manage and prioritize incoming tickets efficiently to ensure all Service Level Agreements (SLAs) are met.
- Develop, update, and maintain comprehensive knowledge base articles and troubleshooting guides.
- Mentor and train junior support staff to enhance their technical skills, problem-solving abilities, and customer service standards.
- Collaborate with cross-functional teams, including engineering and product management, to address systemic issues and improve products.
- Conduct regular performance reviews and provide constructive feedback to support team members.
- Monitor system health and recommend improvements for the support infrastructure.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
- Minimum of 3-5 years of experience in technical support, with at least 1 year in a leadership or team lead capacity.
- Proven experience working remotely in a midshift schedule.
- Strong troubleshooting skills for operating systems (Windows, macOS), networks, and cloud platforms.
- Excellent verbal and written communication skills in English.
- Familiarity with helpdesk software (e.g., Zendesk, JIRA Service Desk) and CRM tools.
- Ability to remain calm under pressure and handle escalated customer complaints professionally.