What are the responsibilities and job description for the Tier 2 Lead position at Atruent?
Tier 2 Lead at Atruent
Location: Hybrid, Millersville MD
About the Role: As a Tier 2 Lead at Atruent, you'll provide leadership to a team of skilled Tier 2 Engineers in our Helpdesk department, handling technical escalations and overseeing daily operations to ensure seamless support. This role demands a strong customer service focus, leadership abilities, and a desire to continually grow and improve the team's performance.
Key Responsibilities:
- Lead and coach the Tier 2 Engineers, ensuring the team delivers excellent end-user support.
- Oversee the hiring, training, and management of engineers, guiding them through high-pressure scenarios with clarity.
- Serve as the escalation point for complex technical issues and mentor the team in best practices.
- Manage workflow and ensure timely resolution of incidents, prioritizing efficiency and productivity.
- Perform hands-on troubleshooting for advanced technical issues related to firewalls, Windows Server, Exchange, SSL, VMWare, VoIP, MFA, Citrix, O365, and endpoint security solutions.
- Foster a productive and motivating team environment, driving continuous improvement and process optimization.
- Ensure accurate and timely delivery of recurring client reports.
- Lead the team in evolving and fine-tuning new processes, pushing for operational excellence.
Requirements:
- 5 years in a leadership/Engineer role at an MSP.
- A valid technical certification (e.g., Microsoft, VMWare, Cisco, etc.).
- Strong background in Help Desk operations with hands-on expertise in Windows Server, Active Directory, DNS, DHCP, Office365, SSL, VoIP, and firewalls.
- Excellent communication and customer service skills, with the ability to manage client relations professionally.
- Ability to work independently, respond to after-hours communication, and thrive in a fast-paced environment.
- Preferred: Bachelor's/Master's degree in IT or equivalent work experience, industry certifications (MCSE, ITIL, CompTIA).
Benefits:
- 401(k) matching
- Health, dental, and vision insurance
- Paid holidays and time off
- Opportunities for career growth and internal advancement
Join Atruent and help us deliver top-tier IT security and support solutions while advancing your career in a dynamic, collaborative environment!
Job Type: Full-time
Pay: From $65,000.00 per year
Benefits:
- 401(k) matching
- Parental leave
Schedule:
- Monday to Friday
- On call
Application Question(s):
- Do you have experience with an MSP
Experience:
- Help desk: 5 years (Required)
- Windows: 5 years (Required)
Work Location: Hybrid remote in Millersville, MD 21108
Salary : $1,000 - $65,000