Systems Support Supervisor at Rezult Technology

THIS IS A DIRECT HIRE OPPORTUNITY, NOT OFFERING SPONSORSHIP, MUST BE ABLE TO REPORT ONSITE DAILY IN BIRMINGHAM ALABAMA. 

ESSENTIAL RESPONSIBILITIES % OF TIME ANNUALLY

• Coordinate and prioritize workflow, schedules, and staff - 20%
• Maintain, monitor, and leverage metrics to gauge and improve performance - 15%
• Provide direction, expertise, and advanced troubleshooting assistance - 15%
• Fielding IT Support calls and tickets - 15%
• Take ownership of and provide support for IT projects - 15%
• Research, documentation, onboarding, asset management and NOC - 20%

EDUCATION REQUIREMENTS

• Associate’s degree or equivalent experience:
• IT Certifications ranging from A+, Network+, MS900, Security+ and software specific a plus 

EXPERIENCE

• 3+ years of relevant IT support experience, preferably across multiple disciplines.
• Candidate should have working knowledge of Windows and related O365 platform software, an understanding of standard network architecture and security
• Experience performing remote triage and with troubleshooting a variety of IT issues.
• 3+ years of leadership experience with primary responsibility for multiple direct reports and the performance, improvement, and results of a defined business unit.
• Candidate should be purposeful in soliciting for and providing feedback and confident in their ability to set goals, establish, maintain, and monitor relevant metrics, define benchmarks for success and leveraging all the above to identify and capitalize on opportunities for improvement in process and performance. 

SKILLS

• Proven ability to operate as primary escalation point for a wide range of IT support issues. 
• Ability to adapt to change and new challenges, identify and evaluate potential impact, prioritize, and proactively marshal resources accordingly to ensure the demands of IT support from the field are met. 
• Ability to digest, understand, apply, build documentation for, and quickly communicate new technical concepts in a way that minimizes impact on the field and builds depth at position across all of IT support. 
• Ability to recognize, analyze, and question established methods and process in a productive way and a willingness to work with leadership in seeking alternatives to those which no longer serve. 
• Experience with Cisco and Fortinet network gear and operations, NetBox, PRTG, PutTy, CUCX, CUCCX, RDP, VOIP, ServiceNow, Asset Management, ISE, iBoss, Active Directory, AnyConnect, PsExec, PowerShell, SharePoint, Printer Admin, Access, Excel, SCCM, AV tech, Windows OS, iOS, Android, MDM and Kronos a plus