Team Leader IT Systems Expert

7 days ago

Navi Mumbai, Maharashtra, India TaskUs Full time

About TaskUs: TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions for fast-growing technology companies. Our mission is to help clients represent, protect, and grow their brands.

The People First culture at TaskUs has empowered us to expand our workforce to approximately 45,000 employees globally, with a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.

We are committed to innovation and constant improvement, exploring new technologies and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize employee well-being by offering competitive industry salaries and comprehensive benefits packages. We foster an inclusive environment and promote positive impact on the community. Our commitment to internal mobility and professional growth ensures that employees can thrive at all stages of their career.

As a Team Leader IT Systems Expert, you will play a vital role in ensuring the seamless operation of our clients' IT systems. Your responsibilities will include managing a team of remote technical support engineers, handling day-to-day planning and operations, and ensuring that each team member delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).

Key Responsibilities:

• Manage a team of remote technical support engineers

• Ensure team members deliver on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs)

• Handle day-to-day planning and operations of the team

• Provide remote technical support to international clients via phone, email, chat, and remote desktop tools

• Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, and peripherals

• Install, configure, and maintain operating systems, software applications, and security patches

• Set up and configure VPN connections for secure remote access

• Implement and support multi-factor authentication (MFA) solutions, including Yubikey

• Collaborate effectively with cross-functional teams across different time zones to escalate and resolve complex technical issues

• Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing systems

• Provide training and guidance to international end-users on IT best practices and procedures

• Stay updated on emerging technologies and industry trends to continuously improve service delivery and enhance client satisfaction

Requirements:

• Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients

• Proficiency in using remote support tools and technologies

• Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently

• Experience with MFA solutions, such as Yubikey, and VPN technologies

• Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds

• Ability to work independently and collaborate effectively in a remote team environment

• Experience using collaboration tools like Slack for communication and Jira for ticket management

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field

• Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+)

• Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: TaskUs is committed to providing equal access to opportunities and fostering an inclusive environment. We welcome applicants from diverse backgrounds and circumstances.

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