Description

Position Overview

As a lead member of our IT support team, you will provide advanced, second-level technical assistance to end-users, resolving complex issues related to computer hardware, software, and systems within a Windows-based environment. A significant component of this position involves coaching, mentoring, and providing technical guidance to Level 1 help desk technicians, contributing directly to the team's growth and the achievement of leadership goals. You will serve as a key escalation point, performing in-depth diagnostics, implementing solutions, and managing small IT projects. Key responsibilities include basic network connectivity triage for LAN, WAN, and wireless access points, asset management administration, and maintaining a comprehensive knowledge base to enable proactive problem resolution. This role requires performing basic Active Directory tasks, Microsoft 365 troubleshooting, and device management using Microsoft Intune, ensuring the daily performance and stability of our computer systems.

Position title: Lead Support Specialist
Location:



Remote - Colombia

Key Responsibilities
- Help supervise ticket flow in Jira, ensuring proper triage, routing, and escalation.
- Mentor, coach, and provide technical guidance to Level 1 helpdesk technicians to support their professional development and ensure overall team success.
- Serve as the primary escalation point for complex end-user IT issues, providing advanced second-level support for computer systems, hardware, and software.
- Manage small-scale IT projects, overseeing tasks and special assignments to ensure successful completion and alignment with departmental objectives.
- Proactively identify recurring technical problems, implementing permanent solutions and making recommendations for IT improvements to reduce incident volume.
- Diagnose and resolve complex technical issues by installing, modifying, and repairing computer software, and peripherals on Windows operating systems.

📌 Lead Support Specialist (Colombia)
🏢 Lean Solutions Group
📍 Colombia