IT Support Team Leader

Our field services team covers retail chains, hospitals and banks, dispatching technicians to over 4,000 sites. Enterprise clients outsource service desk, end-user support and data centre operations to us under multi-year contracts. Company vehicles are provided for techs who drive to client sites.

The role:

We're looking for an IT Support Team Leader to join our team. This is a remote role. We want someone who stays calm with frustrated users and keeps good notes in the ticket. We engage team members in South Africa as full-time contractors. Most of our contractors have been with us for more than two years. Core hours are 9:00 AM to 1:00 PM US Eastern. We use Slack, Notion and Google Meet. Cameras on for team calls.

Essential duties and responsibilities:

• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Escalate network, server and application problems to the right team with clear notes
• Install and update approved software and remove anything unlicensed
• Connect remote users to VPN and troubleshoot access issues
• Track hardware inventory and warranty status in the asset system
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID

Required qualifications:

• 7+ years of help desk or desktop support experience
• Customer service skills and patience with non-technical users
• CompTIA A+ certification or equivalent hands-on experience
• Familiarity with Microsoft 365 admin tasks
• Working knowledge of Windows 10/11 and basic macOS support

Schedule: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

Benefits:

• Paid time off
• Flexible hours
• Monthly payments via wire transfer or Wise

We may close this posting early once we have enough applications.

Duration: 9 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Mohawk Valley Technology Group.