Lead, IT Help Desk
1 month ago
Role Description
The opportunity
We seek a skilled Lead, IT Operations to join our remote helpdesk team and support all Unity's employees. As the first point of contact, you'll play a vital role in ensuring the smooth operation of Unity's technology systems.
In this fast-paced, 24/7 environment, you'll diagnose and resolve software and hardware problems, provide technical assistance, work with the IT team on new technology solutions and system maintenance, and identify areas for improvement.
Your excellent communication skills will be critical, as you'll need to explain technical information to non-technical individuals effectively. The goal of this role is to provide outstanding customer service in a timely manner.
What you'll be doing
Managing, building, mentor the team Receive and respond to customer inquiries via our ticketing system with timely, accurate, and courteous replies. Prioritize, troubleshoot, and solve requests, or when unable to assist, reassign to the relevant team. Identify opportunities for automation. Provide technical support to users and improve the IT Knowledge Base by writing and maintaining documentation.What we're looking for
Experience in Training/ Mentor/ Managing a small team An IT-related degree or relevant professional experience Experience with both macOS and Windows computers Excellent customer service skills, and outstanding communication skills in English, both oral and written. Good at adapting to change, delays, and unexpected eventsYou might also have
Good knowledge of networking and experience with network troubleshooting SaaS administration experience Linux experienceAdditional information
Relocation support is not available for this position. International relocation support is not available for this position. Work visa/immigration sponsorship is not available for this position.We have other current jobs related to this field that you can find below
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