Lead Tech Support Engineer

Job Description

WebMD is the most recognized and trusted brand of health information and the leading provider of health information services, serving consumers, physicians, healthcare professionals, employers and health plans through our public and private online portals and WebMD the Magazine. The WebMD Health Network includes WebMD, Medscape, MedicineNet, eMedicine, RxList, theheart.org and Medscape Education. Our consumer portals and mobile health applications provide engaging, relevant and credible health and wellness information, personalized health assessment tools and access to online communities.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

DESCRIPTION:

The Lead Tech Support Engineer role is to manage and provide guidance to a team of Sr. Tech Support Engineer(s) and Tech Support Engineers(s) in maintaining and improving the users’ productivity while providing the customers with a good experience when they request support. This includes leading the team in analyzing and resolving end user hardware and software issues in a timely and accurate fashion, providing end user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The Lead Tech Support Engineer also serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

RESPONSIBILITIES:

• Must establish a strong relationship with the business stakeholders, the General (Office) Manager, the Corp IT USO Sr managers.
• Supervise and mentor 1-4 team members.
• Conduct team meetings.
• Monitor work orders and incident management system to ensure timely resolution to all tickets.
• Manage, troubleshoot and resolve cases with standard, high and critical severities.
• Assist with process improvements for the Corporate IT User Support Operations.
• Oversee IT process for onboarding and offboarding employees including administering and maintaining end user accounts, permissions, and access rights.
• Support VPN connectivity software preferably with ForiToken security key.
• Support remote users through a variety of connectivity options.
• Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
• Work with various Corporate IT groups to plan, test, and implement desktop automation initiatives and business applications.
• Document procedures and train staff as needed to ensure proper and timely support services to the user community.
• Responsible for site’s asset management which includes hardware and software inventory assessment and works with the manager to establish and update procurement benchmarks.
• Responsible for office conference rooms support which includes maintaining, troubleshooting, and supporting AV systems.
• Provide Corporate IT Priority Support to the Corporate Executive team as needed.
• Responsible for imaging of computers and assisting with maintaining imaging servers and updating images.
• Manage local servers including file, print, and backup servers and their associated operating systems and software.
• Manage all local network hardware and equipment, including routers, switches, hubs, and UPSs.
• Ensure network connectivity of all workstations.
• Administer all IT equipment, hardware and software upgrades/refresh.
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Perform server and security audits.
• Perform system backups and recovery.
• Monitor and test network performance and provide network performance statistics and reports.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
• Work on special projects.

REQUIREMENTS:

Education & Certification:

• B.S. degree in the field of Information Technology and a minimum of 4 years of equivalent work experience are required.
• Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus

Knowledge & Experience:

• At least one year in a supervisory role.
• Working technical knowledge of network and PC operating systems, including Active Directory, Windows 10, and VPN
• Extensive application support experience with Google Workspace, RingCentral, Microsoft Office 365.
• Working technical knowledge of current network hardware, protocols, and standards including Dell servers.
• Hands-on hardware troubleshooting experience with Dell and Lenovo desktops and laptops.
• Experience with virtualization or virtual machine such as Hyper-V or VMware
• Working technical knowledge of computer imaging tools.
• Working knowledge of MAC Mini and Macbook Pro would be TERRIFIC!
• General knowledge of IT security practices.

Personal Attributes:

• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to conduct research into networking issues and products as required.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.