Lead IT Support Technician
Posted on:
March 24, 2025
Job description
The Lead IT Support Technician will provide technical support to Fluent Commerce employees and contractors (end-users), manage user accounts, maintain IT systems and oversee and enhance our internal IT support operations. The ideal candidate will have experience supporting both Mac and Windows environments and be familiar with identity management tools. This role requires a proactive problem-solver with strong communication skills and a commitment to providing excellent customer service.
Responsibilities
Key Responsibilities:
- Provide technical support to end-users for hardware, software, and network-related issues, including acting as a primary escalation point for complex IT support issues.
- Manage onboarding and offboarding with our IDP.
- Troubleshoot and resolve issues related to Mac and Windows operating systems.
- As the team grows, lead and mentor IT support technicians, providing guidance and training to enhance team performance.
- Develop and implement IT support best practices, ensuring efficient resolution of user issues.
- Monitor IT systems and proactively address potential issues before they impact operations and provide recommendations for improvements.
- Manage IT assets, ensuring proper documentation, tracking and maintenance.
- Install, configure, and maintain computer systems, software applications, and peripherals.
- Document technical procedures, processes, and solutions for reference and training purposes.
- Participate in on-call rotation for after-hours support as needed.
Job requirements
Skills, Knowledge & Expertise:
- Background in Information Technology or Computer Science
- Minimum of 5 years of IT support experience, with at least 2 years in a leadership or senior technician role.
- Proficiency in supporting both Mac and Windows operating systems.
- Strong grasp of Identity and Access Management with deep experience in Mobile Device Management (MDM).
- Strong knowledge of networking concepts and resolving network related issues.
- Good knowledge of scripting/automation for IT administration;
- Excellent problem-solving skills and attention to detail.
- Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
- Familiarity with cloud services (e.g., AWS, Azure, Google Cloud) is a plus.
Benefits:
- We value flexibility – Work how, when and where it suits you.
- Flexible and supportive leave policies – Including generous paid parental leave and paid leave for your birthday so you can celebrate you.
- Culture is key – We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.
- Advance your career – We invest in your future by providing an allowance to help accelerate your learning and professional development.
- Bring your whole self to work: At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life’s work (or be your best self).
