Lead System Engineer

Provide day to day oversight of user support, relying on your technical abilities and business knowledge to resolve issues.

· Manage day-to-day operational aspects of assigned projects and processes.

· Direct team members on support related priorities and projects.

· Execution of the Incident Management Process when high severity issues occur.

· Investigate business and system issues, researching and identifying innovative solutions as an escalation.

· Recommends controls by identifying problems, writing improved procedures.

· Apply your communication, analytical and problem-solving skills to help identify, communicate, and resolve systems and process issues.

· Participate in troubleshooting of end user application issues and provides end-user support for various business systems and applications when necessary.

· Monitor implemented systems and processes to ensure high performance.

· Manage support requests to ensure timely and thorough resolution of issues.

· Prepares technical reports by collecting, analyzing, and summarizing information.

Minimum Qualifications:

· Undergraduate degree in Computer Science or equivalent with 4+ years of experience.

· 4-5 years’ work experience in a technical, analytical, and problem-solving role.

· 4-5 years’ experience working in a service desk and business support environment.

· 2 years’ leading small teams in IT support leveraging industry standard support practices; including execution of Major Incident Management processes.

· Excellent technical computer skills and creative problem solving

· Proven ability to effectively manage time, set priorities, and resolve problems in a timely manner.

· Experience communicating 1:1 to address technical issues.

· Experience with Salesforce.com (Service Cloud) Objects, configuration, Apex, batch job execution, reports, and Workbench.

· General knowledge of SQL and Azure Data Factory (ADF) is a plus.

· Experience using Microsoft Office Suite of products including Microsoft Azure, Microsoft Power BI, PowerApps, Teams and SharePoint.

· Available to work weekends and night shifts as necessary.

Preferred Qualifications:

· Experience supporting and implementing solutions for a company with a large field sales or service team.

· Experience using Microsoft Office Suite of products including Microsoft Azure, Microsoft Power BI, PowerApps, Teams and SharePoint

· A basic knowledge of ServiceNow for ticket tracking

· Development experience

· Bring a positive and collaborative energy to the dynamic support team.

· strong technical, analytical and process driven thinker with strong problem-solving skills

· Excellent communication skills, both written and verbal with strong analytical and problem-solving skills

· Self-starter with detail orientation; persistence and ability to work independently to drive