About this role
Lead a technical support team as a hands-on Technical Team Lead/Manager of Tech Support. You will resolve escalated service tickets, coach analysts using call listening and feedback, and work directly with clients to diagnose and implement changes. The role also includes maintaining a knowledge base and training team members on support processes.
Key Responsibilities
- Provide resolution for escalated service tickets
- Serve as a liaison between analysts and upper management
- Conduct ongoing coaching and development of the team through call listening and feedback
- Work with clients to evaluate and resolve technical issues
- Develop and maintain knowledge of all systems, applications, and security protocols
Technical Overview
You will troubleshoot technical problems with strong grounding in computer and server hardware, then provide resolution for escalated service tickets. The role includes configuring and supporting system changes, developing knowledge base content, and managing communications across email, site chat, and device support calls. You will recommend upgrades, repairs, new applications, and equipment testing with management approval.
Ideal Candidate
The ideal candidate is a hands-on Technical Team Lead with at least 3 years of Tier 2 technical support experience. They have strong troubleshooting skills across computer and server hardware, and they can resolve escalated service tickets while coaching analysts through call listening and feedback. They also communicate professionally with clients and upper management, and maintain an up-to-date knowledge base.
Must-Have Skills
Provide resolution for escalated service ticketsConduct ongoing coaching and development of the team through call listening and feedbackAbility to troubleshoot technical problems effectively and efficientlyAdvanced knowledge of computer and server hardwareAt least 3 years of experience in a Tier 2 technical support roleStrong customer focus and professional customer service skillsExcellent leadership skills
Tools & Platforms
knowledge baseemailsite chatcall listeningticketing
Required Skills
escalated service ticket resolutiontechnical supporttroubleshooting technical problemsadvanced knowledge of computer and server hardwareconfigure and support system changessecurity protocolsknowledge base managementupdate knowledge baseemail monitoringsite chat monitoringdevice issue troubleshootingticket escalation for repairsupgrade recommendationsrepair recommendationsnew application recommendationsequipment testingcall listening and feedbacktraining new analystsidentify training needscoaching and development of the teamuser needs analysisanalyzerecommendand implement changesclient communicationliaison between analysts and upper managementmotivate and inspire team members
Hard Skills
escalated service ticket resolutiontechnical supporttroubleshooting technical problemsadvanced knowledge of computer and server hardwareconfigure and support system changessecurity protocolsknowledge base managementupdate knowledge baseemail monitoringsite chat monitoringdevice issue troubleshootingticket escalation for repairsupgrade recommendationsrepair recommendationsnew application recommendationsequipment testingcall listening and feedbacktraining new analystsidentify training needscoaching and development of the teamuser needs analysisanalyzerecommendand implement changesclient communication for technical issuesliaison between analysts and upper managementmotivate and inspire team members
Soft Skills
hands-on leadershipmotivating and coachingexcellent oral and written communicationstrong customer focusprofessional customer service skillsresourcefulinitiativeactive listeninginterpersonal skillsdetail-orientedself-drivenreliableleadership skillsability to motivate and inspire team membersliaison communicationteam coaching
Keywords for Your Resume
Manager of Tech SupportTechnical Team LeadTier 2 technical supporttier 2escalated service ticketsservice ticketstroubleshoot technical problemstroubleshootingadvanced knowledge of computer and server hardwarecomputer hardwareserver hardwareconfigure and support system changessecurity protocolsknowledge baseupdate the knowledge baseemailsite chatcall listeningfeedbackleadership skillscustomer service skillsclient communicationcomputer and server hardwarecustomer servicecoaching and feedback
Deal Breakers
At least 3 years of experience in a Tier 2 technical support role, Advanced knowledge of computer and server hardware, Ability to provide resolution for escalated service tickets
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