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Systems Tech Lead

Compliance/Security

Tuzla, Bosnia and Herzegovina

Now is the time to join us! 

At Virgin Pulse we value and celebrate diversity and we are committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives. Why? Because diversity inspires innovation, collaboration, and challenges us to produce better solutions. But more than this, diversity is our strength, and a catalyst in our ability to #changelivesforgood.   

Who are you?

Reporting to the Supervisor of Technical Leads, the Technical Lead will oversee, mentor, and develop the global Service Desk team, supporting 2000 users across 12 countries, and ensure users are receiving appropriate assistance and service.

 

Core responsibilities will include ensuring efficient servicing of support tickets from internal users and will focus on Tier 1 & 2 and aspects of Tier 3 support including ownership/stewardship of Office 365, Active Directory, Azure, Intune, and other cloud-based applications.  Additionally, the Technical Lead is responsible for ensuring meeting rooms, corporate technology, and audio-visual services are operational across all offices.

 

This is a hands-on role involving servicing tickets while ensuring high levels of customer service quality and availability.

 

Acting as an escalation point between the Service Desk, System Engineering, and Security the Technical Lead will ensure timely surfacing and resolution of broader issues as they become apparent.

 

 

In this role you will wear many hats, but your knowledge will be essential in the following:  

  • Reports directly to the Supervisor, Technical Lead
  • Creation of weekly reporting for the Supervisor, Technical Lead
  • Work projects from the Supervisor, Technical Lead
  • Point of escalation for Service Desk team members.
  • Assist in resolving hardware problems, system upgrades, networking setup and diagnosis, software problems, backup issues and file recovery.
  • Responsible for office deployments and the maintenance of technologies in that region.
  • Triaging tickets effectively
  • Assisting with SOC/ HITRUST evidence and audit requirements
  • Managing the agent’s ticket flow progression for timely actions and completeness.
  • Ensure tickets are closed with correct resolution to avoid tickets being reopened.
  • Manage end-user expectations and following up on end-user feedback.
  • Creating and maintaining SOP’s and KB articles.
  • Identify areas of improvement within processes, KB’s, and the ticketing system.
  • Create and maintain a functioning Service Catalog within the ticketing system.
  • Lead support escalations and project/task assignment.
  • Work with management on team growth and education
  • Responsible for team training of new products and processes.
  • Identify areas for automation and work toward solutions.
  • Mentor staff on systems and procedures required to meet operational excellence.
  • Perform other duties as assigned.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Virgin Pulse team

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

  • Strong experience with Office 365 administration.
  • Strong understanding of Microsoft Active Directory/Azure Active Directory.
  • LAN/WAN/WLAN networking expertise, including network segregation/segmentations and routing protocols.
  • Solid understanding of Microsoft Active Directory services and Azure AD services
  • Experience with corporate Google Services and Office 365.
  • Experience working in a fast paced, team-oriented, collaborative environment.
  • Previous experience in an IT Support environment is required, and some management experience is preferred.
  • Experience with PowerShell/Python scripting and other command-line interfaces.
  • Experience with SSO/Identity Provider management (OpenID/SAML applications).
  • Experience with modern device management (MDM for laptops and mobile devices).
  • Background with automations and working with APIs.
  • Experience packaging applications for MacOS and Windows.

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

  • Bachelor’s Degree in IT related subject preferred.
  • Network and software related certifications preferred.
  • 5 years’ experience of installing and supporting all the following: Windows OS’s, Mac OSX, Active Directory, Microsoft Office, PC deployment, Antivirus Management, Remote User Networking, VPN, TCP/IP troubleshooting.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

 

 

Why work at Virgin Pulse??? 

We believe a career should provide competitive pay and benefits, a collaborative and supportive culture and cutting-edge technology and services. Virgin Pulse is an equal opportunity organization and is committed to diversity, inclusion, equity and social justice. To that end, we make a particular effort to recruit candidates from minoritized backgrounds to apply for open positions.