IT Mentor & Lead

Antiguo Cuscatlan, La Libertad, El Salvador
Full Time
Experienced

GENERAL DESCRIPTION OF POSITION 
 
We are seeking a seasoned and enthusiastic IT Mentor to join our team and guide the next generation of IT professionals. As an IT Mentor, you will be responsible for providing mentorship and support to individuals pursuing careers in information technology. The successful candidate will leverage their extensive industry experience to assist mentees in skill development, career growth, and navigating the complexities of the IT landscape. 

  

ESSENTIAL DUTIES AND RESPONSIBILITIES  

  • Provide guidance to the team for the daily operation of the Technical Support Team or Support the team as needed to achieve daily, weekly, and monthly performance objectives (KPIs) to Support the team as needed to strengthen knowledge of company systems and processes. 

  •  Provides technical guidance, training, and leadership to Level I/II technical support staff of Functions as the primary “on-the-floor” resource for aiding and assisting their assigned team in product knowledge and operational processes.  

  • Takes calls and works tickets in high call volume or ticket volume situations.  

  • Provide backup support for your peer team lead to ensure the entire technical support team is successful.  

  • Collaborate with the IT Services Manager to determine project requirements, when necessary, and develop work schedules for the team.  

  • Collaborate with the IT Services Manager and Technical Resource Coordinator for Technical Support work assignments.  

  • Lead weekly operations reviews with the technical support team (Stand-Up meetings)  

  • Work with management to review aggregated team performance and set new goals.  

  • Provide technical escalation support to Level I/II technical support staff and liaison with Level III/IV teams.  

  • Actively support your team members represented on the IT Glue documentation improvement initiative.  

  • Lead by example and support your team members in identifying operational improvement opportunities or risks, galvanizing solutions, and formally presenting them to management for review.  

  • Provide feedback and recommendations to Management for the Development and maintenance of support policies, standards, and procedures.  

  • Participates in panel interviews for new team member candidates and provides recommendations for selection.  

  • Collaborate with the Technical Resource Coordinator to manage effective resource scheduling for ongoing support and projects.  

  • Work with the Technical Resource Coordinator to provide support for proper ticket triage and callback scheduling.  

  • Maintains knowledge and understanding of central business management system. 

  •  Assists in other duties as needed Respond to on-call pager as part of team pager rotation. 

 

REQUIREMENTS  

  • High School diploma or similar required. Bachelor’s or associate degree in computer science or Computer Information Systems a plus. 

  • At least two years of experience in Customer Service, Tech Support, or similar preferred 

  • Excellent and reliable attendance record 

  • Experience creating and documenting processes. 

  • Experience with information management 

  • Technical ability on par with an experienced Support Engineer 

  • Entry-level CompTIA Certifications are preferred. 

  • Experience working with MSP companies (preferred) 

 

Must-Have Skills 

  • Strong English verbal and written communication skills in a professional environment 

  • Experience and understanding of working with Windows computers, printers, scanners, and copiers in a network environment. 

  • Set up new computers and user accounts. 

  • Troubleshoot Groups, Teams, Sites, and Distribution Lists in MS365 

  • Troubleshoot shared resources, and delegate mailboxes in MS365. 

  

Like to Have Skills 

  • Administer maintenance activities such as operating system and application software patching. 

  • Foundational knowledge of TCP/IP protocol, Internetworking, File sharing, DNS and Email 

  • Troubleshoot various types of client-specific software. 

  • Understanding Common Ports and Protocols (e.g., DHCP, DNS, FTP, SMTP, HTTP(S)) 

 

QUALIFICATIONS  

  • Ability to correctly determine a proper course of action by identifying appropriate resources, 

  • process or escalation needed for safe and efficient resolution to any client issue. 

  • Must be able to respond to a rapidly changing work environment positively and effectively. 

  • Ability to adapt and accept challenges in a fast-paced, dynamic environment. 

  • Demonstrated written and verbal two-way communication skills. 

  • Strong commitment to providing quality service. 

  • Excellent people skills, organizational skills, general business skills, decision making and 

  • Multi-tasking skills 

 

 

 

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