Lead Technical Support Engineer
Company: CampusWorks, Inc.
Location: Chicago
Posted on: February 1, 2025
Job Description:
Prairie State College is prioritizing innovation and
technological advancements. This offers a distinct opportunity for
a Technical Support Engineer to make significant contributions and
experience unmatched professional development. We are seeking a
coachable and collaborative Lead Technical Support Engineer ready
to take their career to the next level. Our client college is
upgrading their infrastructure with modern SAN solutions, servers,
and firewall. Bring your passion for customer service and positive
attitude toward change management to help improve processes while
increasing your technical acumen and troubleshooting skills.The
Lead Technical Support Engineer plays a critical role in ensuring
the operations and maintenance of the academic and administrative
server and cloud infrastructure. This position reports to the Chief
Information Officer (CIO) and works collaboratively across the IT
department to consistently deliver exceptional services to our
clients. Additionally, the Lead Technical Support Engineer will
manage and lead a team of two Technical Support Engineers,
providing guidance, mentorship, and ensuring alignment with
organizational goals. He / She will plan and coordinate the design,
installation, and connectivity of server and cloud systems to
ensure the stable operation of the organization's IT systems
including the development, installation, configuration,
maintenance, support, backup and optimization of all new and
existing server hardware, software, cloud, virtual environments,
and network components.This person will also troubleshoot server
performance issues, as well as proactively analyze data capacity
and provide storage planning solutions and recommendations. This
position will help drive transformation across a variety of
networks, servers, and platforms. The duties will adjust to match
the technology portfolio and project workload.Requirements
- Provide leadership, mentorship, and guidance to a team of two
Technical Support Engineers, fostering a collaborative and
high-performing work environment.
- Set clear goals and expectations for team members, monitor
their performance, and provide constructive feedback to ensure
continuous improvement.
- Ensure team adherence to best practices, policies, and
procedures, driving consistency in operations and service
delivery.
- Document customer needs, problems, interventions, and
interactions, informing clients as changes occur.
- Use debugging tools, simulations, and scripts to isolate and
fix problems.
- Guide and assist with installations and technical training,
including documentation.
- Directly troubleshoot and solve technical issues with
customers.
- Responsible for collaborating with appropriate CampusWorks and
client stakeholders to maintain client plans.
- Perform server administration tasks (ex: user/group, security
permissions, group policies, print services); research event-log
warnings and errors; and monitor resources to ensure that systems
architecture components work together seamlessly.
- Monitor data-center health using existing management tools, and
respond to hardware issues as they arise; help build, test, and
maintain new servers when needed.
- Maintain internal infrastructure requirements, including laptop
and desktop computers, servers, routers, switches, firewalls,
printers, phones, security updates, support internet, intranet,
LANs, WANs, and network segments.
- Assist the help desk and other teams with troubleshooting to
identify root cause, and provide technical support when
needed.
- Perform routine and scheduled audits of all systems, including
backups.
- Maintain essential IT infrastructure, including operating
systems, security tools, applications, servers, email systems,
laptops, desktops, software, and hardware.
- Take responsibility for projects and solutions within the
larger business initiative.
- Handle business-critical IT tasks and systems that provide
commercial advantage in the global marketplace.
- Enable faster and smarter business processes, and develop
analytics for meaningful insights.
- Work with internal and external partners to communicate project
status, activities, and achievements.Qualifications & Experience
- Bachelor's degree in computer science, Information Technology,
or a related field (or equivalent work experience).
- Minimum of 5 years of relevant experience as a System
Administrator or similar role.
- 5-7 years of relevant experience is preferred.
- Strong knowledge and proficiency in Microsoft Office Suite
(Word, Excel, PowerPoint, Outlook) and Google apps.
- Familiarity with internet security practices and
protocols.
- Experience with Azure and Google Workspace Preferred.
- Excellent communication skills, both written and verbal, with
the ability to explain technical concepts to non-technical
users.
- Strong organizational and problem-solving skills.
- Ability to work independently and as part of a team, managing
multiple tasks and priorities effectively.
- Prior experience in coordinating meetings and facilitating
group discussions is a plus.
- Experience in budget management or financial processes is
desirable.
- Exceptional critical thinking and problem-solving skills, with
the ability to troubleshoot complex issues and present actionable
solutions proactively.
- Detail-oriented approach with a commitment to accuracy and
thoroughness in all aspects of system operations and team
management.
- Skilled in managing relationships and communications at all
levels of the organization, with the ability to "manage up" to
senior leadership and "manage down" to support team members
effectively.
#J-18808-Ljbffr
Keywords: CampusWorks, Inc., West Allis , Lead Technical Support Engineer, IT / Software / Systems , Chicago, Wisconsin
Didn't find what you're looking for? Search again!
Loading more jobs...