Experience: 4–8 Years
Salary Range (US): $95K-$120K
About the Role
Unduit Talent Services is hiring for a U.S.-based enterprise client seeking an experienced Technical Support Lead to oversee L2/L3 escalations, mentor support teams, and optimize service delivery in enterprise IT environments, focusing on device lifecycle, ITAM platforms, and hardware/software troubleshooting.
Key Responsibilities
- Lead tier-2/3 support for IT hardware, SaaS tools (e.g., Unduit, ServiceNow), and endpoints, resolving 90% of cases within SLA.
- Mentor junior agents, conduct knowledge sharing, and maintain a robust knowledge base for common issues.
- Analyze support metrics, identify trends, and drive process improvements like automation scripting.
- Collaborate with engineering/product teams on bug fixes, feature feedback, and device procurement support.
- Ensure compliance with US standards (FCC/UL) during asset diagnostics and returns management.
Requirements
- 4+ years in IT support, with 2+ years leading teams; experience in ITAM/device lifecycle preferred.
- Expertise in ticketing systems (Zendesk, Jira), OS (Windows/macOS), and cloud services (AWS, O365).
- Strong scripting skills (Python/PowerShell) for automation and troubleshooting.
- Excellent communication for customer/vendor interactions; USA residency required for time zones/compliance.
- Certifications: CompTIA A+/Network+, ITIL preferred.
Why Apply Through Us?
You will join a reputable enterprise environment through Unduit Talent Services, gaining exposure to modern tools, scalable systems, and mature, process-driven IT operations.
