Technical Support Lead (IT)
Company: Itential Inc
Posted on: May 16, 2022
Itential provides powerful network automation software to
companies worldwide. Our customers run some of the most complex
networks in the world and include Fortune 500 telecommunications
and financial service companies to enterprises of all sizes. As
network automation becomes a part of the digital transformation
strategy of every enterprise, Itential is committed to the NAaaS
(network automation as a service) model to shorten time to value
and make every company's network a strategic asset.
Check out just a few of our Awards!
ABOUT THE ROLE
The Technical Support Lead role is responsible for supporting the
intake, tracking, and resolution of Information Technology issues
for our entire company. The majority of our 200+ employees are
software and network engineers with extensive IT skills. You will
act as the team leader serving as the primary point of contact for
employee issues and have responsibility for Itential's hardware and
end-user software systems. Your excellent communication skills will
be as equally important as your broad technical experience.
RESPONSIBILITIES AND DUTIES
Personally perform and lead the team to fulfill the following IT
Troubleshoot and resolve hardware and software issues reported by
Order, document, and distribute new hardware and peripherals for
new employees (MacBook Pro)
Maintain shared office technical resources (projectors, printers,
Communicate with resources involved in resolution to ensure issues
are resolved, requests are fulfilled, and the communication to the
employee is complete
Create a positive employee experience, and build strong
relationships through engaged listening and understanding
Document resolutions, processes and procedures, and update
Develop new processes and/or solutions to improve the services we
New employee account setup across all software systems (utilizing
Track costs and identify OPEX opportunities across SaaS platforms,
and physical and virtual systems
Monitor applications, platforms, and systems or solutions to
proactively identify and resolve issues
Work with Infrastructure Administrator to develop and maintain
Service Level Agreements (SLAs)
Work with VMware and cloud solutions to provision and support
business applications and lab environments
Support building LAN / WAN networks and VPN connections
Security and Compliance:
Implement and perform a variety of different security and
compliance checks and processes
Participate in security and compliance meetings
At least 5-7 years of experience as in an Information Technology
Support role, 5 years in a leadership role.
Understanding of desktop and server OS troubleshooting and
administration across MacOS, Microsoft, VMware, and related
Basic knowledge of Linux/*nix systems administration
AbilitY to prioritize competing requests, maintain confidentiality,
and provide exceptional service
Strong verbal and written communication skills, with ability to
communicate cross-functionally and across management levels in
formal and informal settings
Experience explaining technical information in a way that
establishes rapport, persuades others, and fosters
We don't particularly care about certifications; we're more
interested in your successes within IT.
Location: This position is based in Atlanta, GA. The employee will
be expected to come into the office at least 2-3 times a week.
Relocation or sponsorship not available for this role.
Benefits and Perks:
A 401(k) plan with Fidelity and partial Company match (with just a
3-month waiting period)
Short and Long-Term Disability.
PTO and Sick Time
Fully stocked soda fridges and snack pantries in Atlanta office
Excellent medical, dental, and vision coverage through
Flex work time
Volunteer and community engagement opportunities
A sneak peek into Itential Culture (Scroll away. You'll love
And here's one employee sharing her journey with us: Itential
Find out more at Itential, Inc.
This is a direct hire position. No third parties, staffing
agencies, or recruiters accepted. No S-Corp or Corp-to-Corp.
Itential provides equal employment opportunities to all employees
and applicants for employment and prohibits discrimination and
harassment of any type without regard to race, color, religion,
age, sex, national origin, disability status, genetics, protected
veteran status, sexual orientation, gender identity or expression,
or any other characteristic protected by federal, state or local
laws. This policy applies to all terms and conditions of
employment, including recruiting, hiring, placement, promotion,
termination, layoff, recall, transfer, leaves of absence,
compensation and training.PI177845685
Keywords: Itential Inc, Atlanta , Technical Support Lead (IT), IT / Software / Systems , Atlanta, Georgia
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