Lead, Technical Support Job Description

Lead, Technical Support Job Description

163 votes for Lead, Technical Support
Lead, technical support provides support for applications in production by applying understanding and expertise in two or more technologies platforms, including Linux, relational databases, messaging systems or web application servers.

Lead, Technical Support Duties & Responsibilities

To write an effective lead, technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included lead, technical support job description templates that you can modify and use.

Sample responsibilities for this position include:

A process leader who identifies opportunities for optimizing business productivity while demonstrating and ensuring data integrity expertise throughout the process
Acts as business partner advisor and key influencer driving productivity, efficiency and effectiveness initiatives (PE&E)
A thought leader who maintains an understanding of the issues with internal partners and shares information and key updates with the Operations team
Partner and actively interact with Operations leadership, technical lead colleagues, Strategic Change Office (SCO) and Enterprise Initiatives as a productive and collaborative member of the Operations team
Provide support, guidance and subject matter expertise to teams that support the trading of Annuities and Insurance, Mutual Funds, UITs, Alternative Products and Proprietary Advisory Services
Ensure investment products and processing meet regulatory requirements
As a member of the Product Support leadership team, collaborate effectively with members of the Product Support and Operations leadership teams
Managing a multilingual team of 10-15 technical support agents
Maintain open channels of communication
Respect for equality and diversity

Lead, Technical Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Lead, Technical Support

List any licenses or certifications required by the position: ITIL, CCNA, MCSE, CCIE, CCNP, UNIX, X.509, SSH, CFSR, KCS

Education for Lead, Technical Support

Typically a job would require a certain level of education.

Employers hiring for the lead, technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Electrical Engineering, Technology, Management, Education, Information Technology, Business, Information Systems

Skills for Lead, Technical Support

Desired skills for lead, technical support include:

Etrali and BT
Voice Trading Solutions like IPC
More product lines and proper application of tools
Relational Database principles and methodologies
Administrating UNIX

Desired experience for lead, technical support includes:

Ability to take specific technical requirements and fulfill those requirements as written
Experience with scripting languages, such as Perl, Shell
Demonstrated relationship builder
Conducting 1-2-1 monthly review meetings with agents
Handle Adhoc requests from business- Extracts/archived files needed for business user/QA
Supporting Initiative Release & Post Implementation Warranty

Lead, Technical Support Examples


Lead, Technical Support Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of lead, technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for lead, technical support
  • Develops and maintain expertise in test methods
  • Serve as a point of contact for onboarding new applications and tools
  • Represent partner’s needs and expectations internally to ensure internal initiatives reflect partner business and technical requirements
  • Analyse, debug and resolve partners’ issues related to the integration of Consumer products
  • Provide standard training to partners and company staff concerning specifications, products, extraction formats and APIs including development of proprietary training materials for support of new or existing Consumer products
  • Contribute technical and problem-solving expertise to ad hoc teams for resolution of customer escalations
  • Assist Front-line support and Engineering with recreation of complex/subtle/elusive technical issues
  • Provide expert advice/consultancy to customers and mentoring to colleagues
  • Maintain expertise with product features, supported platforms and common configurations in technology areas and have broad knowledge of entire product line
  • Work effectively either solo or in a team
Qualifications for lead, technical support
  • Should possess proven knowledge of service Management
  • Must have a valid driver’s license and obtain a passport
  • Physical requirements – walk a mile, climb stairs, squat
  • Willingness to work on weekends, some holidays and various shifts based on business needs
  • Bachelor’s degree in Business, IT or Operations Management or trade off in related professional experience
  • 6-8 years demonstrated experience working with customer technical support areas

Lead, Technical Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of lead, technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for lead, technical support
  • Refer software problems or defective products to development teams
  • Researches and anticipates industry change and impact on workplace endpoint technology
  • Analyzes user's computing environment and recommends or coordinates changes as necessary
  • Determines work strategies and assignments to meet department workload
  • Help in creation and implementation of support processes that increase the team’s effectiveness
  • Coach Level-1 (L-1) engineers on appropriate case and backup handling
  • Build L-1 engineers' technical knowledge in your areas of expertise
  • Perform and document (in CRM) regular case reviews, giving engineers feedback on their technical approach and case handling, giving clear actions where appropriate
  • Work with manager to address any L-1 engineer performance concerns, including lack of response to L-2 feedback
  • Support management team in driving continuous improvement initiatives and identify new opportunities to improve the service provided to customers
Qualifications for lead, technical support
  • Experience with SOA, SOAP, XML, JSON, Messaging, Restful architecture is required
  • Experience with Mobile platforms including iOS, Android apps is highly desired
  • Solid experience of Smallworld Comms products (PNI, FTTH, PRA, LNI)
  • Strong Magik development skills
  • Experience of Citrix, VMware, Cloud technologies
  • Experience of HTML5, Javascript, Web technologies

Lead, Technical Support Job Description

Job Description Example
Our company is growing rapidly and is looking for a lead, technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for lead, technical support
  • Supervise a local desktop support group
  • Enter and report technical problems, causes and solutions within the call logging software
  • Monitor Support operations and escalate tickets to ensure clients’ problems are handled as expeditiously as possible
  • Provide excellent technical and customer service
  • Mentor other technicians and lead recommendations for enhancing approaches for support services, while collaborating with other cross-functional groups
  • Troubleshoot issues as 3rd level support for problem recognition, research, isolation, resolution and follow-up for desktop (both hardware and software) and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
  • Lead and support key identified projects including but not limited to rollouts and upgrades
  • Participate in the On-call rotation to respond to emails and phone calls during on-call period via smartphone
  • Responsible for hardware standards, system images, desktop and application virtualization including management of Citrix virtual desktops
  • Create and maintain documentation for standard Technical Support policies, procedures and practices
Qualifications for lead, technical support
  • Analyzing customer cases to identify trends and specific customer pain-points to drive improvement in service quality and effectiveness
  • Working directly with customers as a management point of contact to provide assurance, confidence and assistance as required
  • Owning and driving various aspects of quality assurance from a technical support team perspective
  • Monitoring key performance indicators such as service levels, contact counts and quality metrics
  • Supporting the hiring and recruiting of new talent into the organization
  • Assist your manager with team oversight

Lead, Technical Support Job Description

Job Description Example
Our company is hiring for a lead, technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for lead, technical support
  • Performs additional related duties as assigned by management
  • Candidate needs to possess excellent communication skills (verbal and written)
  • Prepare for and support new products within technical area
  • Create and manage Knowledge Base articles
  • Provides technical support for customers and dealer/integrator network
  • Conducts daily meetings with Technical Support Engineers to review issues and completion status
  • Travels to customer sites to provide on-site technical support
  • Serve as first point-of-contact for patients and medical professionals on all technical and service levels
  • Take calls on patient inquiries and complaints
  • Collaborate with other departments as needed
Qualifications for lead, technical support
  • Full stack Java/J2EE development and/or support experience is a strong plus
  • Strong computer science and technical support background
  • Must have experience working in a physical data center
  • Must have a variety of hands on skills with routers and switches and analytical/reporting skills
  • Capable of working independently with little supervision or direction collaboratively with various internal teams, third-party vendors and business leaders
  • Excellent understanding of Windows 2000 Server, IIS, ASP.Net, SQL – Server and/or Oracle

Lead, Technical Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for a lead, technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for lead, technical support
  • Support customer on-site audits, meetings and presentations
  • Support Product Development objectives
  • Manger customer specification review and documentation control
  • Customer incident escalation
  • Work with the Support Team to Respond, analyze, and resolve tickets open for the team for any one of the HR Applications supported while mentoring the Support Analysts with questions and escalations
  • Understand and participate in Disaster Recovery (DR) Plan for applications
  • Oversee day to day activities and tickets for the development, growth and maintenance of HR Applications including set up and maintenance of Service Dashboards
  • Document and compile Technology Roadmaps for all applications under responsibility
  • Assist in the documentation of any future phases of initiatives for specific applications
  • Support Manager with OPEX related invoices and OPEX Budget Planning activities
Qualifications for lead, technical support
  • Minimum of 4 years of experience as a senior analyst in Biologics QC lab or experience in a related biopharmaceutical GLP or GMP laboratory
  • Minimum of 6 years of full life cycle development of enterprise software for desktop and/or mobile channels is required
  • Strong customer service focus and good problem solving skills
  • Knowledge of support processes and metrics
  • Effective and demonstrated team management skills
  • Familiarity with Debugging tools (KD, NTSD, WinDBG)

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