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Top 50 Lead Support Technician Skills

Below we've compiled a list of the most important skills for a Lead Support Technician. We ranked the top skills based on the percentage of Lead Support Technician resumes they appeared on. For example, 9.6% of Lead Support Technician resumes contained Computer Hardware as a skill. Let's find out what skills a Lead Support Technician actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Lead Support Technician

1. Computer Hardware
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high Demand
Here's how Computer Hardware is used in Lead Support Technician jobs:
  • Reviewed and evaluated the purchasing of all computer hardware, software and operating systems and devised overall future technology strategic plan.
  • Provided comprehensive technical support, including installing and configuring computer hardware, operating systems, and applications.
  • Supported Customers direct and indirect in troubleshooting problems with computer hardware and software.
  • Support content included electronic devices, toys and games; graphics cards, computer hardware.
  • Experienced with computer hardware including personal computers, servers, and mainframe clusters.
  • Install and configure computer hardware operating systems and applications;.

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2. Technical Support
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high Demand
Here's how Technical Support is used in Lead Support Technician jobs:
  • Managed team of technical support agents supporting corporate clients including government and military installations.
  • Lead Team Manager for a 7-person technical support team, that provided world-class support to 2000+ users in USA and overseas.
  • Provided full technical support for Dell's XPS line of computers; Hardware and software warranty related issues supported.
  • Prepared a Continuity Book to aid in the transition of technical support operations to a new site of operations.
  • Developed a comprehensive standard operating procedure (SOP) to document all aspects of the ILAP technical support operation.
  • Doubled the Technical Support leadership team through creating a new career path within the Customer Care department.
  • Managed 15-person remote-access group providing website, server, and software technical support for FedEx TSS.
  • Observe and analyze monthly trends based on incoming inquiries for Technical Support and Billing.
  • Lead a specialized team in the day to day activities of technical support.
  • Provided leadership guidance relating to employee issues for 11 Technical Support Supervisors.
  • Promoted from Technical Support Representative (TSR)in January 2007.
  • Helped build and maintain a well-rounded team of Technical Support Representatives.
  • Managed level 1 technical support analysts as well as consultants.
  • Train and lead in floor support for Technical Support issues.
  • Lead L1, L2 Technical Support operations.
  • Supervised 25 Technical Support Agents.
  • Provided frontline/customer facing technical support, recognized multiple times by upper- management for outstanding performance and call efficiency.
  • Coach and mentor technical support representatives with effective tools to de-escalate calls and troubleshoot efficiently.
  • Service 3 different locations with onsite technical support.
  • Lead technical support operations for 25 optometric healthcare facilities including systems administration and network support.

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3 Technical Support Jobs

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3. Customer Service
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high Demand
Here's how Customer Service is used in Lead Support Technician jobs:
  • Managed wide variety of customer service and administrative task to resolve customer issues quickly and efficiently.
  • Developed and documented new operating procedures for customer service and technical support.
  • Provided bilingual customer services and remote technical support for software tax solution.
  • Coordinated and processed incoming customer service calls regarding various communications.
  • Supervised new hires and managed them through live customer service calls, providing insight to improve client services and consumer interaction.
  • Served as Customer Service Manager to 4 person Tier 1 technical support team which resulted in 94% answer rate.
  • Provided technical support and customer service remotely for a variety of products and services both hardware and software based.
  • Provided excellent customer service during an average of 60 calls per day by answering customer inquiries and solving problems.
  • Received numerous awards for exemplary work and customer service, which are available upon request.
  • Trained new employees to tone their technical and customer service skills through side-by-side mentoring.
  • Provided in-house technical support for sales, development, and customer service support personnel.
  • Identified, assessed, and coached assigned employees in delivering excellent customer service.
  • Coach help desk associates, ensuring excellent customer service is provided.
  • Received the highest average customer service results for six consecutive months.
  • Addressed customer service related issue such as billing and contact inquires.
  • Trained customer service staff and technical support administrators on customer relations and new product releases.
  • Excelled in managing difficult customers Continually updated and implemented customer service and product knowledge training
  • Key Achievements: * Cross-trained all customer service and technical support staff on all interdepartmental processes.
  • Assisted in manifesting orders to optimize customer service efforts Received and put away drug shipments.
  • Provide technical support for escalated issues Provide customer service for escalated issues Train technical support agents Maintain schedule

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127 Customer Service Jobs

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4. Phone Calls
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high Demand
Here's how Phone Calls is used in Lead Support Technician jobs:
  • Participated in daily operations of help desk including answering phone calls and diagnosing computer problems experienced by users.
  • Received extensive internal and external phone calls for Scheduling Department.
  • Lead a team of 15 agents, tracked attendance, and monitored phone calls to determine progress and areas of opportunity.
  • Performed direct customer service via incoming phone calls Performed troubleshooting of computer, software, and network issues with customers
  • Provided business-clients with efficient support - Responded to phone calls, emails, and in-person requests.
  • Monitored phone calls to review with team members to ensure call quality was within company requirements.
  • Responded to Help Desk tickets, telephone calls, e-mail and personnel requests for technical support.
  • Provided residential-clients with efficient support - Responded to phone calls and chat requests.
  • Collected information through client phone calls to identify and report product problems.
  • Take phone calls from high priority clients requesting detailed technical support.
  • Assisted customers with escalated issues, take over escalated phone calls.
  • Handled incoming customer phone calls involving technical and billing problems.
  • Monitored and evaluated the quality of telephone calls.
  • Managed the day-to-day workflow of tickets and phone calls.

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11 Phone Calls Jobs

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5. Trouble Shooting
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high Demand
Here's how Trouble Shooting is used in Lead Support Technician jobs:
  • Performed problem solving with preliminary trouble shooting.
  • Performed Quality Assurance of refurbished phones, Trouble shooting issues with customers via phone and upgrading software per manufactures spec's.
  • Provided kernel core-dump analysis and performance tuning, trouble shooting on NIS, NIS+, NFS, network and hardware configuration.
  • Trouble shooting, problem solving with software and hardware issues, including assisted with problems via remote desktop.
  • Assign issues to Field Service Technicians or outside support groups for further trouble shooting and problem resolutions.
  • Created flow-chart issue mitigation manual for support department thereby providing a consistent method of trouble shooting.
  • Handled primary help desk for users with installation, configuration, maintaining and general trouble shooting.
  • Coordinate and schedule technicians for service calls, assist in their trouble shooting.
  • Trouble shooting abilities resulted in training new employees and a promotion to Technical Lead
  • Trouble shooting Direct TV digital satellite systems over the phone with customers.
  • Trouble shooting online resources used in the operation of the unit.
  • Trouble shooting issues and working with customers to find a solution.

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6. Database
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high Demand
Here's how Database is used in Lead Support Technician jobs:
  • Created a policy and procedure guideline to capture script tracing for database modifications.
  • Provided application, operating system and database support for field delivery team.
  • Administered databases for multiple operating systems and platforms.
  • Managed a detailed ticketing database.
  • Implemented a relational database system to maintain inventory records for hardware and software, ensuring software license compliance for all installations.
  • Worked on database that helped streamline our back-up system that was required by Verizon to be done on every site.
  • Produced testing scripts for creating and manipulating databases, tables, stored procedures, views, and security settings.
  • Created mappings that load and read from flat files and loads the data into the external databases.
  • Escalate to the appropriate team for database or network issues outside of my scope of assistance.
  • Maintained and supported SQL 2005 database, Great Plains 2005, Delphi 4 software's.
  • Maintained the hardware & software database to ensure all applications were maintained properly.
  • Create inventory application database for our I.T.
  • Configured ODBC & OLE database connections from multiple sources (CSV, XML, MySQL, SQL).
  • Administered and supported production Siteminder infrastructure components including policy servers, proxies, databases, and directories.
  • Created reports detailing customer support activities, and validated the technical support database.
  • Establish and maintain Service Desk systems for task management and tracking, and selects appropriate database and workflow tools.
  • Developed a knowledgebase database system to log known computer issues with the recommended fixes for the technical support department.
  • Created a database of problems and solutions for every single Airwatch issue, for faster turnaround resolution time.
  • Create and maintain application database of our Lotus Notes/Lennar user profiles files.
  • Responded to internal support and hotline calls and maintained ticketing database.

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168 Database Jobs

No jobs at selected location

7. Email
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high Demand
Here's how Email is used in Lead Support Technician jobs:
  • Managed and helped the EMS team in complete transitioning from TI including migration of emails from TI to EMS servers.
  • Identify technical issue and resolve the problem via, phone, email, and any other electronic medium.
  • Interacted with customers by phone and email in support and managerial roles.
  • Offer technical help and support for incoming queries via call or email.
  • Configured email accounts, domain accounts, and web space for customers.
  • Served as a project lead of EmailXtender 4.8 SP1 UDA project.
  • Provided 3 tier tech support by phone and email.
  • Handled support calls and emails.
  • Assisted with multi server connections, assigning static IP addresses, creating email addresses and line signal testing.
  • Configured and setup and troubleshot various email clients, Outlook, Outlook Express, Eudora, Netscape.
  • Verified provisioning and diagnosed device or Network issues as well as voicemail platform and Blackberry support.
  • Experience creating call pickup groups, CDR reporting and analysis, creating voicemail call handlers.
  • Supported user email accounts using Exchange 2003 and user login accounts in Active Directory.
  • Dispatch application processors, home location registers, short messaging systems and voicemail.
  • Provide technical support to Adtech Customers by telephone or email.
  • Supported radiological technicians and doctors via email and phone.
  • Administrated Exchange Admin Center to create Voicemail accounts.
  • Assisted customers with configuration and troubleshooting of dialup, email and webmail services
  • Backed up PBX CMS server and Avaya Voicemail for monthly prevention and maintenance agreement.
  • Supported educational online software Telephone and email support Hosted webinars online Created instructional videos using 2012 Camtasia software

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54 Email Jobs

No jobs at selected location

8. Desktop
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high Demand
Here's how Desktop is used in Lead Support Technician jobs:
  • Provided telephone desktop support on applications and software for two corporate organizations.
  • Provided Communications Support * Desktop Support.
  • Project included data migration, disk imaging, folder encryption, desktop security, VPN configuration, and Active Directory Management.
  • Provided on-site desktop support for end user systems and network problem resolution to include hardware and software support.
  • Served as the primary point of contact for all desktop problems in a 160 user environment.
  • Installed different models of desktop printers, scanners, and other related local HW onto workstations.
  • Manage field & internal assets, perform data recovery on servers, desktops and laptops.
  • Procure, image, and deploy desktops, laptops, cellular & mobile devices.
  • Manage Desktops, Laptops, Hardware and other Peripheral Support and follow compliance.
  • Maintained passwords, data integrity and file system security for the desktop environment.
  • Provided comprehensive desktop support for all the branch & corporate bank employees.
  • End user support and training, and repair of desktops and laptops.
  • Provided Level 1, 2 and 3 Production Desktop Support.
  • Identify and resolve issues related to server and desktop applications.
  • Assisted Southwest region schools resolve infrastructure and desktop issues.
  • Imaged laptops, desktops and tablets as required.
  • Oversee the proper function and uptime of the Labs equipment, including virtual servers and virtual desktop infrastructure.
  • Project consisted of an 800+ desktop and laptop roll out project for Medco Health solutions in Tampa.
  • Identified, isolated and repaired pc hardware and desktop application issues.
  • Configured and deployed desktop environments in accordance with company best Responsible for providing technical and sales assistance to team members.

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9. Internet
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high Demand
Here's how Internet is used in Lead Support Technician jobs:
  • Assisted customer base of 5000 members with technical and website issues, on-line order processing, Internet Browser and ISP configurations.
  • Assisted clients via phone, email, and fax regarding geographical mapping, Internet issues and software problems.
  • Supported and trained customers and colleagues on software and peripherals for this Internet service provider.
  • Provided Tier 2 support to internal and external customers for both internet and VOIP products.
  • Provided Internet connection, modem, and router functionality support for call-in customers.
  • Train clients in system operations and software applications related to the internet.
  • Provided Customer Technical Support in Cable, Internet and VoIp phone systems.
  • Assisted guests with accessing the Internet and in room fax/printers.
  • Handled all escalated issues for Internet Provider's corporate customers.
  • Retail sales of Satellite Internet Packages and Plans.
  • Resolved all types of internet and telephony issues.
  • Assigned to Internet Technical Support Department.
  • Diagnosed TCP-IP and Internet connectivity issues.
  • Monitored and troubleshot Satellite Network and various Microsoft Networks Troubleshot all Internet via satellite issues.
  • Performed diagnostics and troubleshooting of internet issues, documented help desk tickets/resolutions
  • Established technical support/customer service guidelines and .implemented training for new employees of the Member Services Department of an Internet start-up company.
  • Migrate users and mailboxes cross forest and consolidate Troubleshoot internet explorer, printers and Outlook issues along with PDF file problems.
  • Assisted with the design, maintenance & teaching of Mortech's Internet applications.
  • Trouble Shoot Customer internet connectivity Problems and provide best customer experience with DSL and FiOS services Install Software and Hardware.
  • Project Highlights: > Troubleshoot customer's internet, console, computers, etc.

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55 Internet Jobs

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10. Setup
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high Demand
Here's how Setup is used in Lead Support Technician jobs:
  • Provided customers with detailed information on network and configuration setup for data and voice products.
  • Listened to customer and effectively answer all questions regarding features, installation, setup, troubleshooting and how the equipment works.
  • Lead and performed all conversion duties including, setup, distribution of work and delivery of all work to customer.
  • Express Database Export/Import, Hot and Cold Backup setup and evaluating the Backup and Recovery procedures periodically.
  • Build, setup and configure server, PC system, networking, and POS system.
  • Used technical writing skills to create procedures and step-by-step instructions for device setup.
  • Walk customers through file location, application download and setup and data uploads.
  • Point of contact for Nurse Managers for setup, troubleshooting and questions.
  • Provided a configuration matrix of device drivers for hardware setup.
  • Support customer hardware, including network setup and support.
  • Assisted with network setup of software.
  • Created and setup new Email accounts.
  • Home Networking & Wireless Network Setups.
  • Perform equipment setup and conversions.
  • Assist customers with computer related troubleshooting and setup Assist customers with setting up and configuring wireless routers
  • Advise programming department on customer issues * Setup, install, and train new customers, on site.
  • Assisted videographers with the setup of cameras, program settings, and computers.
  • Designed support trainings, setup our Professional Development trainings with clients.
  • LEAD IT TECHNICAL SUPPORT, NUTMEG STATE FCU February 2011-December 2011 Suppot end user Workstation and phone setup.
  • Support of customer issues to include: Hardware, setup and bluescreens Deployments issues involving RIS, Sysprep and unattended installations.

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11. Windows XP
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high Demand
Here's how Windows XP is used in Lead Support Technician jobs:
  • Managed project to Migrate 3000 users from Windows XP to Windows 7 in 6 months.
  • Provide user support for Windows 8, Windows7, and Windows XP operating systems.
  • Lead the technician migration of Windows XP to Windows 7 with accuracy & accountability.
  • Created and maintained Windows XP and 7 images for HP and Dell platforms.
  • Diagnosed, fixed, and documented client's Windows XP and Vista systems.
  • Involved with upgrading clients to Windows Vista from Windows XP.
  • Supported and troubleshot Windows XP and Windows 7 Systems.
  • Migrated existing devices from Windows XP to Windows 7
  • Supported clients on a Windows XP and XPE/CE, AS/400 platform.
  • Provide pre and post sale customer technical support, ranging from basic assembly questions to Microsoft Windows XP setup and support.
  • Isolated and removed viruses, worms, and trojans from infected Windows XP and 7 workstations using various AV tools.
  • Ordered all needed hardware from vendors.Operating systems: OSX 10.4, OSX Server 10.4, Windows XP
  • Administer and support a Windows NT environment with Exchange 5.5 and Windows XP Workstations.
  • Created multiple Windows XP images using Symantec Ghost.
  • Administered Windows 2000, Windows XP, Server 2003, NT 4.0, and Novell Servers.
  • Complete Hardware/Software Installation/Support for PC s. Microsoft Windows XP, 7,8,10 Active directory and office 365.
  • Participated on the Windows XP pc refresh team for upgrading all of the counties computers.
  • Type of systems supported: Windows XP, Treo 600 series, Goodlink application.

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12. Active Directory
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high Demand
Here's how Active Directory is used in Lead Support Technician jobs:
  • Incorporated new Microsoft Active Directory and ensured compliance with DSS through implementation of new security policies.
  • Design and direct the implementation of network active directory system architectures.
  • Used Active Directory to recover BitLocker security information.
  • Utilized MS Windows Active Directory to manage computers, users and permissions, and configure Group Policy Object management settings.
  • Managed Active Directory to remove devices completely from domain to rejoin with either new device name or a replacement.
  • Used Active Directory to set up new accounts, administrate existing accounts, and to create new OU objects.
  • Executed password resets, setup new users, and added data to users profile as requested in Active Directory.
  • Administered Active Directory, Novel, and Microsoft Exchange; supervised, trained, and mentored 26 staff.
  • Maintained and administered Windows 2000 and 2003 servers, including Active Directory administration, and tape backups.
  • Maintained user and computer accounts in Active Directory and provided training to junior team members.
  • Used Active Directory EMI tool and Active Directory to troubleshoot access and permissions.
  • Worked with Active Directory setting up group policies for users and computers.
  • Used Active Directory to manage network user access and system service accounts.
  • Utilize Active Directory to manage Organizational Units and User Account Management.
  • Created and managed User IDs with Active Directory.
  • Create and manipulate group polices via Active Directory.
  • Performed trouble-shooting in multi-site Active Directory 2008/2010 environments.
  • Managed migration of Sun ONE Directory Server v. 5.2 and Active Directory objects to SuSE eDirectory.
  • Support Executive Teams Software testing Active Directory Management of Groups, Users, and Workstations.
  • Account Management Active Directory and Altiris Helpdesk.

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13. Network Printers
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high Demand
Here's how Network Printers is used in Lead Support Technician jobs:
  • Assisted in setting up new workstations and troubleshooting problems at existing workstations and network printers both physically and remotely.
  • Created and managed network print Queue s. Troubleshot and maintained network printers.
  • Configured and setup network printers for users.
  • Provided onsite operations/computer room support and installations for desktops, laptops, network printers and opened support tickets for users.
  • Configured Local and Network Printers Audited Inventory of Software and Installed Applications Configured IP Addresses Trouble Shooting Maintained Contact with IT Department

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14. Mac
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high Demand
Here's how Mac is used in Lead Support Technician jobs:
  • Presented department training on WordPerfect 7.0 Macros and evaluated technical performance of technicians.
  • Worked directly with users to assist with configuring/updating their new/replaced machines.
  • Provided Development on 4 Mach 1 releases and 24/7 Support for existing sites, specializing in Engineering to Release interfaces.
  • WOW Call Care Center - Augusta, GA Troubleshoots various operating systems for IBM compatible and Mac PC's.
  • Project Lead responsible for a team of 15+ IMAC technicians and server tech team.
  • Led Macintosh Platform development team for creation of information in Sherlock Technical Support software.
  • Maintain Fiber Optic Local Area Network for 275-workstations consisting of Macintosh and Sun workstations.
  • Ensured that all machine parameters were in spec with the process and parts.
  • Upgraded on-site and off-site machines from Windows 98 to Windows 2000.
  • Responded to production when they had process or machine issues.
  • Tested and reported the redesigns of the processes and machines.
  • Provided technical support via telephone for Mac and Windows platforms.
  • Performed light maintenance to machines.
  • Order and maintain site depot Image machines in depot to be ready for quick, seamless swaps.
  • Assist Macintosh and Windows base customers with network configurations for various routers and modems (i.e.
  • Provided basic troubleshooting on Macs & iPads for various law firm and window applications.
  • Packaged and shipped medicine in mail order pharmacy Quickly troubleshot system problems.
  • Utilized Lan Desk to push applications to machines.
  • Selected Achievements Design and implemented laptop roll-out schedules for individual student usage Contact for Macintosh laptop repair
  • Image Mac Mini and iPads for Zoom and create network).

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15. SQL
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average Demand
Here's how SQL is used in Lead Support Technician jobs:
  • Contributed to testing, troubleshooting, and debugging of internally developed Java, PHP and SQL Server applications.
  • Use Oracle SQL to create proactive scripts, and jobs to ensure that the databases are running efficiently.
  • Web design and development including database My SQL, MySQL, Apache server, and IIS server.
  • Developed several websites using PHP, Perl, and MySQL for over 4 different customers.
  • Created PL/SQL Stored Procedures, Functions, Triggers, Indexes and Partitions to improve performance.
  • Provide application support to users of ASP/ASP.NET and SQL Server 2008-based mortgage origination applications.
  • Modernized trading models to match the current infrastructure utilizing Visual Basic and SQL Server.
  • Checked for SQL commands reducing system performance using SQL trace and eliminated them.
  • Develop complex PL/SQL queries and stored procedures for automation and validation.
  • Write PL/SQL scripts for data analysis and correction to solve defects.
  • Company BI analysis utilizing SQL 2008 and Excel 2013.
  • Created SQL Scripts to resolve user data issues.
  • Provided troubleshooting to SQL server and SQL desktop (MSDE) modules within the Juris software products.
  • Create ad-hoc queries, reports and PL/SQL scripts as requested by the Business users or finance departments.
  • Coordinated and led new hire training while drafting and executing SQL queries on an ad hoc basis.
  • Performed basic troubleshooting of unix shell scripts and performed troubleshooting using Oracle SQL and Toad.
  • Stored Procedures and Utilities) and SQL Server.
  • Total of more than 150 extracts pulling data from Oracle, Sybase, SQL server, DB2, flat files.
  • Advanced SQL Ad-hoc querying for both requested client data needs as well as internal company data analysis.
  • Executed database queries using stored procedures in SQL and .Net documented for each scenario.

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40 SQL Jobs

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16. Online
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average Demand
Here's how Online is used in Lead Support Technician jobs:
  • Created and maintained online support knowledge-base with relevant information for customers.
  • Insure system operation, properly log all calls, monitor online upgrades and known issues, run physical tests as required.
  • Coordinated and maintained a network for online gaming system (Quake) supported by the Renaissance Society.
  • Outsourced support of United Parcel Service shippers and software, including Online Pro and Online Office.
  • Buy online is a web application used by customers in US for ordering gift cards.
  • Created an ILAP Frequently Asked Questions page to be used with the ILAP online system.
  • Lead technician for Online Banking and Personal Financial Management software for key.com support.
  • Implemented online and over the phone support for AT&T Internet Services.
  • Managed the Product Studio Bug database for the Online Services Escalation Group.
  • Utilize all online resources/tools to troubleshoot and diagnose customer issue for resolution.
  • Provided technical phone support for America Online High Speed PC/Internet services.
  • Support customers with online billing and account issues.
  • Team leader in $8,000,000 online program rollout in private mortgage sector.
  • Conduct monthly online training webinars.
  • Helped customers develop an online presence within search engines such as google, yahoo bing to help grow customers business.

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61 Online Jobs

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17. Hardware Issues
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average Demand
Here's how Hardware Issues is used in Lead Support Technician jobs:
  • Responded to customer calls regarding software/hardware issues which resulted in 92% first call resolution for the Tech Support Team.
  • Focused on troubleshooting software and hardware issues, while remaining friendly, courteous, and patient with all customers.
  • Diagnose, troubleshoot and resolve enterprise hardware issues for Dell's small and medium business customers.
  • Inspect hardware issues such as Cat5 cabling, NIC card, broadband cable modem and PC.
  • Install and support internal users software & hardware issues.

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18. Voip
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average Demand
Here's how Voip is used in Lead Support Technician jobs:
  • Repair of connections, cable, VOIP phone services escalated from Tier 2, also handling missed appointments and supervisor requests.
  • Provide assistance with VoIP products and proper troubleshooting steps via ATG Oracle chat for lower levels of technical support.
  • Managed a deployment of the new in house Cisco VOIP phone system and expanded to multiple offices.
  • Managed a deployment of a new Cloud based VOIP phone system for Lincoln Trust Company.
  • Created and managed a VOIP lab environment used for product staging and development testing.
  • Handle all UCCX VOIP scripting saving the company thousands of dollars each quarter.
  • Maintained manufacturer and industry standards compliance during the deployment of VoIP systems.
  • Resolved technical issues regarding cable, VOIP, and internet connectivity.
  • Resolved issues for Internet, VoIP phone and cable TV.
  • Participate in VoIP planning, testing and troubleshooting.
  • Configure and support, VoIP networks, DSL circuits, T1 circuits, DS3 circuits, MPLS/MLPP networks.
  • Manage enterprise level network hardware at the ISP level Configure, manage and troubleshoot VoIP phone systems
  • Trouble shoot VOIP network issues as they relate to Verint Call Recording.
  • Convert Analog Voice systems to Cisco Voip Systems.

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19. OS
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average Demand
Here's how OS is used in Lead Support Technician jobs:
  • Work closely with project manager conducting research and providing recommendations and updates on requests.
  • Partnered with senior leaders across business units to identify risks and opportunities.
  • Assisted in the development of interfaces across multiple application/platforms.
  • Handled and resolved high-level escalations for the successful completion of changes, reschedules, loss of service and incorrect porting orders.
  • Develop a strong understanding of end users' needs and identify new approaches and/or opportunities to meet those needs.
  • Assist customers with software installations, diagnose hardware problems for on-site electronics, and perform hardware and software upgrades.
  • Work with vendors to provide cost effective solutions on all Network Emerging Technology Solutions (NETS) projects.
  • Diagnose and repair software and hardware problems on student computers Train new student employees in computer diagnosis and repair
  • Installed touch screen kiosk at Jacksonville International Airport to serve visitor information for entire First Coast.
  • Diagnose electrical, mechanical and hydraulic malfunction of the following system or component.
  • Identify and resolve issues related to the hospital's computers and network.
  • Maintain the hospital's telephone and voice mail systems.
  • Provide overall hardware diagnostics, troubleshooting, and replacement.
  • Reduced time to close by at least 20%.
  • SAP is being used across 30 countries.
  • Expanded cross functional organization capacity by collaborating with all Technical Departments Efficiently delegated task and made daily schedules.
  • Develop mechanisms to allow data reloads without manual intervention, reducing costs and improving efficiencies.
  • Designed, developed and maintained support information systems and service policies to raise efficiencies while reducing call volume and support costs.
  • Implemented first of its kind cross training project for AT&T business to business Web Site Services.
  • Closed all niddle valves on each manifold correctly.

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20. VPN
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average Demand
Here's how VPN is used in Lead Support Technician jobs:
  • Resolved network connectivity issues including VPN and Terminal Services.
  • Configure VPN connections troubleshoot and resolve network connectivity issues.
  • Configured laptops to dial in using VPN so that users can access their network drives as well as their e-mail.
  • Implemented and supported tailored customer solutions including VPN, DHCP, and NAT (Overload) over broadband cable connection.
  • Support the growing mobile workforce, such as troubleshooting VPN issues, coordinating mobile wireless support for firm provided devices.
  • Maintained Active Directory, IDM, Terminal Servers, VPN certificates, group policies, and VOIP telephone system.
  • Designed and deployed a secure VPN, allowing more efficient and meaningful sharing of resources with satellite offices.
  • Provide Users Level Technical Support including, resolving print, VPN, and application support issues.
  • Assisted team members and vendors with accessing the RSA VPN.
  • Supported all broadband, VPN, and desktop connectivity issues.
  • Configured VPN access for users to work remotely.
  • Installed Hardware VPN for remote offices with endpoints.
  • Provided support for VPN clients.
  • Provided remote access support to customer environments utilizing VPN and Webex sessions.
  • Provide support for Citrix, and VPN users.
  • Install, configure and manage LANs, VPNs and WANs.

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21. SLA
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average Demand
Here's how SLA is used in Lead Support Technician jobs:
  • Lead the management of assigned cases according to SLA and triage/assignment/escalation of incoming support requests.
  • Provided remarkable technical customer support to customers using the TaxSlayer.com tax preparation software.
  • Assigned to the Northwest region responsible to routing all trouble calls to on call technicians within given SLA.
  • Analyze problems and implement solutions by working with development and all other required teams within the required SLA.
  • Maintained a 98%+ SLA achievement rate by training and leading a team of 12 direct reports.
  • Generate the report on a weekly basis on open tickets and ensure that no SLA is breached.
  • Managed and reported on SLA's and worked with vendors for any corrections or necessary actions.
  • Handled all SLA's with customers to ensure that up time and reliability were met.
  • Negotiated with other support groups on a standardized Service Level Agreements (SLA).
  • Manage 2 other technicians ensuring tickets were assigned and completed according to SLA.
  • Developed and created new processes, procedures and SLA's for the group.
  • Implemented new procedures that led to improved SLA and customer level of satisfaction.
  • Analyze future needs in technical systems and slate out growth plans accordingly.
  • Ordered parts from vendors as needed to meet the SLA.
  • Created several SLA's for the police department.
  • Resolve issues according to SLA.
  • Ensured the SLA was met daily.
  • Verify and correct provisioning issues in the Marconi, AFC, MRT, Redback, and AWS network elements and DSLAMS.
  • Maintained wing-to-wing performance above 90% and SLA performance above 95% in production support activities through out the year.
  • Standardize, created and maintained SLA documentation for software deployment, deskside support and network security.

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22. User Accounts
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average Demand
Here's how User Accounts is used in Lead Support Technician jobs:
  • Provided in-depth support on Windows applications, network connectivity, user accounts and any other desktop hardware/software issues.
  • Experienced in administering network architecture, user accounts, access, security and connectivity.
  • Create and manage AHLTA, CHCS, and Open VMS user accounts and troubleshoot issue pertaining to these accounts.
  • Developed new processes and procedures for managing user accounts, groups and profile assignments.
  • Created all new user accounts, security restrictions & account mod Active Directory.
  • Unlocked user accounts and created, deleted user accounts from Active Directory.
  • Created / deleted / modified user accounts on several platforms, i.e.
  • Managed user accounts interfacing directly with clients on a daily basis.
  • Create and modify existing user accounts and permissions (AD).
  • Experience with Active Directory in managing and maintaining user accounts.
  • Create and manage user accounts and group policy settings.
  • Create and terminate user accounts.
  • Created and maintained user accounts on Active Directory, Exchange, Novell, SNA and Terminal servers.
  • Created and maintained user accounts thru Active Directory and Exchange, ensuring company wide security.
  • Create new user accounts for Active Directory, Citrix, Exchange and AS/400.

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23. Helpdesk
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average Demand
Here's how Helpdesk is used in Lead Support Technician jobs:
  • Transitioned to corporate Helpdesk responsible for outside sales workforce and senior executives.
  • Key contributor in development of Services Transition Helpdesk.
  • Developed the technical readiness of Transitions Helpdesk including assistance in the creation of training, technical content, and escalation procedures.
  • Advised management pertaining to development of Transition Helpdesk in areas of support quality, resource needs and Policy and Procedures.
  • Supervised a 15-person technical helpdesk supporting 20,000 end users nationwide in a WIN 95/AS400 environment.
  • Provided Helpdesk support for over 300+ users using Track-it to open and close support calls.
  • Provide helpdesk support for other applications such as Microsoft Office 2000 and 2003.
  • Consolidate Helpdesk inventory by managing e-waste and keeping our work area clean.
  • Lead software and hardware trainer for all helpdesk new hires.
  • Assist with day to day helpdesk support throughout the facility.
  • Achieved establishment of Helpdesk, Desktop Imaging, and SLA.
  • Drive goals to increase Helpdesk productivity and response time.
  • Manned Library ITD helpdesk on daily basis.
  • Manage and resolve Helpdesk tickets using JIRA.
  • Provide support to Analysts, diagnose advanced system problems, and manage system and data analysis for the Fordstar Helpdesk.
  • Work closely with numerous external departments to ensure submitted helpdesk tickets are closed out in a timely manner.
  • Worked in-house as a Helpdesk Technician - repairing, restoring and reconfiguring PC's and related equipment.
  • Advanced from intern to onsite helpdesk support, to hardware/software support to lead hardware/software support.
  • Interview possible candidates for the Helpdesk position for Sunnyvale, Draper, and Redding offices.
  • Manage front Helpdesk and coordinate with team members to complete tasks given.

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24. Windows New Technicians
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average Demand
25. Unix
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average Demand
Here's how Unix is used in Lead Support Technician jobs:
  • Provided UNIX system administration and production monitoring support for applications running on Windows, Stratus, and UNIX platforms.
  • Provided supervision and training for help desk support technicians in UNIX and DOS environments.
  • Trade log extraction from Fix UNIX servers for issue analysis and debugging.
  • Supported network infrastructure in both UNIX and Windows environment.
  • Experience with systems administration on Unix based web servers.
  • Used UNIX script for compiling and deployment.
  • Collaborated with internal UNIX firmware engineer groups to evaluate quantitative data and benchmarking methods for improvement beyond basic standards.
  • Administered NT/UNIX, Exchange Server, Blackberry Enterprise, and LANDesk environments.
  • Drive product direction and rollout for both UNIX based and Windows offerings.

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26. Knowledge Base
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average Demand
Here's how Knowledge Base is used in Lead Support Technician jobs:
  • Authored and monitored the technical accuracy of knowledge base articles and other technical bulletins distributed to Tier I technical support analysts.
  • Maintain internal technical knowledge base and training documentations.
  • Assisted with the layout of our ticketing system and knowledge base and made sure that the correct information was getting published.
  • Designed and implemented knowledge base/call tracking applications using Heat, and technical public folder apps for Outlook and Exchange Server.
  • Created and maintained an advanced solution system and troubleshooting knowledge base for Level 2/Lead Support Technician and management use.
  • Improved team first-call resolution rate by creating knowledge base and solution documents for most common issues for all products.
  • Write technical materials to be published in our internal knowledge base and on external support site for the company.
  • Manage Technicians daily tasks like service requests, training of new tasks and Intel knowledge base.
  • Created and implemented a web based troubleshooting tool and knowledge base to expedite issue resolution.
  • Configure and maintain ODU's incident tracking software and OCCS's technical knowledge base.
  • Maintained and updated product FAQ's and the external technical support Knowledge Base.
  • Developed and administered a Share Point knowledge base articles for the service desk.
  • Programmed a PHP knowledge base and wrote articles with SaaS problems and solutions.
  • Assisted with the updating and creation of Department knowledge base via Track-It.
  • Created online support documentation for the product knowledge base.
  • Manage and write technical documentation for knowledge base.
  • Update and maintain knowledge base for Corporate IT.
  • Gather information, recommend and author knowledge base articles and/or FAQ pages based on prior technical support incidents.
  • Develop an on-going marketing plan that will increase the use of the knowledge base by customers.
  • Utilize the world wide web and Primus as knowledge base tool to deliver timely resolutions.

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27. Tcp/Ip
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average Demand
Here's how Tcp/Ip is used in Lead Support Technician jobs:
  • Configured Windows 98 and Windows XP to connect to on an Ethernet network with TCP/IP.
  • Managed communications capabilities, including FTP, TCP/IP, direct connect, and modem.
  • Checked customers TCP/IP setting and make sure they are set for a DHCP server.
  • Enabled user-initiated remote-dial sessions via TCP/IP configurations from LAN to WAN to VLAN.
  • Configured desktops and laptops to connect to a TCP/IP LAN using DHCP.
  • Network Protocols - TCP/IP, IPSEC and internet technologies.

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28. LAN
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average Demand
Here's how LAN is used in Lead Support Technician jobs:
  • Participate in daily conference calls with company executives, reviewing major incidents and planned releases/patches of critical applications and servers.
  • Planned, organized, coordinated and executed all activities associated with testing and troubleshooting.
  • Provided senior corporate leadership with a monthly forecast and budget-to-actual variance explanation.
  • Assisted in the planning and implementation of a highly successful move of the entire corporate office to its new corporate headquarters.
  • Research and implement technical solutions to tactical and strategic plans, providing increased bottom-line results up to 30 percent in 2012-2013.
  • Participated in technical lead roles for special projects and acted as focal point for network planning when required.
  • Detailed Description of the Project Activities o Systems Monitoring: Monitoring of all systems in the landscape.
  • Review blueprints, plans, and other customer documentation to develop and prepare cost estimates.
  • Assist in creating training materials to comply with the Procedures and Guidelines for LandSafe.
  • Tested LAN drops for connectivity using fiber optic and copper cross-over cable.
  • Managed escalations of unresolved issues, created and executed action plans.
  • Balance labor and schedules, follow close Instruction of Operations Manager.
  • Developed project plans and schedules for multiple corporate projects.
  • Prepare test plan and test scripts.
  • Plan and support all mobile carts (WOW) to the nursing floor.
  • Wired the building for a CAT 5e LAN, Coaxial and satellite dishes.
  • Close out the day's business and balance the day's earnings.
  • Performed as the lead programmer of Zylan routers for entire Southeast region.
  • Support VMWARE environments Developed business continuity plans for hardware / software replacements Disaster recovery documentation - Identify
  • Developed project testing strategy and plan for the cutover and GO-Live phase along with financials validations.

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29. Suite
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average Demand
Here's how Suite is used in Lead Support Technician jobs:
  • Processed troubleshooting services using Remedy IT Service Management Suite.
  • Support Microsoft Office Suite application and proprietary applications.
  • Led the start-up National Technical Support Team for the Lotus Smart Suite software package at the Austin, TX IBM campus.
  • Upgraded systems to Windows 7 along with MS office suite 2010 upgrade and security update.
  • Maintained, troubleshoot and supported Windows desktop and applications (MS Office Suite).
  • Built/maintained server suites running on Windows 2000 server; maintained development environment.
  • Complete administration and Support for VPI Empower full suite of products.
  • Provide support for customers using the RetailStore software suite.
  • Install and monitor any software suites and packages.
  • Worked in Oracle E-Business Suite as well as Oracle's Agile system to keep track of customer complaints and solutions.
  • Repaired damaged XML file imports caused by data entry errors inside Netsuite CRM when needed.
  • Supported IBM iSeries-AS/400 clients using the ZMOD suite of data transfer products.

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30. Trouble Tickets
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low Demand
Here's how Trouble Tickets is used in Lead Support Technician jobs:
  • Prepared daily report on the status of open/close tickets, handled escalated calls and trouble tickets.
  • Set up trouble tickets for customer whose issues that cannot be resolved over the phone.
  • Handled over 50 trouble tickets a day in helping customer resolve issues with phone system.
  • Maintained and logged trouble tickets for effective problem solving resolution.
  • Maintained Network, Created trouble tickets and resolved issues.
  • Created trouble tickets and assisted in Quality Control.
  • Opened and tracked trouble tickets as needed.
  • Create and Manage trouble tickets.
  • Take customer calls inbound and provide outbound status calls to customers on trouble tickets with strong technical and analytical skills.
  • Directed two part-time ITs in resolving trouble tickets and customer service requests.
  • Responded swiftly to trouble tickets with less than 24 hour turnaround.

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31. Linux
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low Demand
Here's how Linux is used in Lead Support Technician jobs:
  • Implemented test environments for Linux, Windows server/desktop, Firewalls, IDS, Switches, and other security related devices.
  • General understanding of Linux/Unix, Bash and SSH commands as well as Windows 2003, 2008 and 2008r2 power shell.
  • Provide support for Unix/Linux systems including server and workstation upgrades, and backup data to ensure continual business operations.
  • Introduced and coordinated migration and adoption of Java and Linux-based technologies into the Commission's data center.
  • Install and troubleshoot computer applications on Windows OS, Mac OS, and Linux desktops and laptops.
  • Converted and migrated all databases from single instances (AIX) to RAC (Linux).
  • Configured home and small business networks that consisted of Windows 95/NT/98/2000/XP/Macintosh and Linux operating systems.
  • Installed and configured, Windows Server 2008, 2012 and SUSE Linux.
  • Supported multiple operating system platforms such as Windows, Macintosh and Linux.
  • Implemented and managed Linux (Debian) OpenVPN server for 50+ users.
  • Installed and maintained network equipment including modem racks and Linux servers.
  • Provided implementation and support of Oracle 11gR2 RAC on Linux.
  • Perform administration of Unix/Linux and/or Microsoft/IIS based machines in a large multi-domain environment.
  • Solved technology problems with Linux server, handheld, printer, and Windows POS issues.
  • Implemented Linux (Fedora) file server Samba (SMB) and iSCSI Server.
  • General UNIX/Linux (Red Hat) and Solaris server administration duties.
  • Key Accomplishments: Converted IBM E-Series from UnixWare to Linux.

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32. Problem Resolution
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low Demand
Here's how Problem Resolution is used in Lead Support Technician jobs:
  • Provided installation support for on-site field installers by providing quick problem resolution and assigning duties to other installation support technicians.
  • Served as liaison to networking and application support teams in order to coordinate and concierge interdepartmental problem resolution.
  • Assisted our field service technicians and provided detailed troubleshooting and problem resolution for our customers.
  • Create reporting from a systematic trouble ticketing system to track customer interactions and problem resolution.
  • Proposed and implemented a web-based bulletin board to centralize communication and problem resolution.
  • Worked on billing issues and provided hardware/software assistance and problem resolution.
  • Provided executives with updates on problems and problem resolution.
  • Provided thorough support and problem resolution for customers.
  • Created comprehensive training manual, reference materials, and Reference Guide to provide more effective and efficient training and problem resolution.
  • Access software updates, drivers, knowledge bases and FAQ resources on the internet/intranet to aid in problem resolution.
  • Managed the installation process by providing troubleshooting and problem resolution to complete the projects by the scheduled completion dates.
  • Provided assistance to FL and ADV support engineers in troubleshooting, documentation, and problem resolution.
  • Carried out data analysis and problem resolution county wide, via secure remote connectivity.
  • Utilize proper departmental procedures for call control, problem resolution, reporting and escalation.
  • Used the Remedy trouble ticket system for tracking customer interactions and problem resolution.
  • Diagnose complex technical issues and involve appropriate resources to speed problem resolution.
  • Provided Tier II problem resolution for escalated technical support calls.
  • Performed initial problem resolution, and resolved at first contact.
  • Provide technical and hardware problem resolution to Apple customers Preformed question diagnosis process to help resolve issues.
  • Managed DOCSIS 3.0 problem resolutions during rollout.

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33. Computer System
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low Demand
Here's how Computer System is used in Lead Support Technician jobs:
  • Sole individual in charge of operating computer systems, entering data and compiling records assisted with operations.
  • Maintained and updated computer systems security, as well as strengthened system integrity.
  • Supervised 2 technicians for financial institution computer systems refresh/deployment.
  • Performed troubleshooting of computer systems and related equipment.
  • Develop computer system troubleshooting tools.
  • Maintained the wireless network and server for the entire site as well as the maintenance and repair of all computer systems.
  • Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
  • Respond to inquiries and requests for assistance with the hospital's computer systems, clinical/financial software, or PC's.
  • Planned, purchased, and implemented computer system upgrades, email migrations and multiple ISP setup.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Identify and correct or advise, on operational issues in client computer systems.
  • Imaged and configured computer systems for campus network or remote use.
  • Deployed Mac and Windows computer systems, data migration and imaging.
  • Monitor and maintain computer systems and networks;.
  • Served as lead technician for three years Built and configured computer systems for state and federal government agencies.
  • Scheduled / coordinated application update rollouts & computer system upgrades for 500+ users.
  • Routed incoming phone calls for customer support Troubleshooting and evaluation of incoming customer computer systems Trained new hires operation of LVR operations
  • Reserched issues on various computer systemsand databases to resolve complaints and answer inuiries.

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34. Software Applications
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low Demand
Here's how Software Applications is used in Lead Support Technician jobs:
  • Conducted end-user training on hardware and software applications.
  • Developed stock exchange and banking software applications.
  • Job tasks- Manage technical support team for Lone Wolf Software Applications including InfiniTime, And TimeWolf time and attendance software.
  • Started midway on a previous developer's incomplete VB6 based ArcGIS software applications based on the Research Coordinator's direction.
  • Lead technical trainer for multiple software applications for 5 agents and external customers.
  • Install, maintain, support and repair computer networking systems and software applications.
  • Assessed training needs and made recommendations for new software applications or modules.
  • Trained many new IT personnel on software applications and websites.
  • Developed job aids for tasks performed in software applications.
  • Provide support resolution for end-users with technical issues regarding ESignal software applications both stand-alone and web-based.
  • Configured large enterprise software applications: Serena Business Mashups, Business Objects.

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35. Citrix
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low Demand
Here's how Citrix is used in Lead Support Technician jobs:
  • Managed user problems with Citrix XenApp by clearing problematic connections to allow users to reconnect and use their applications.
  • Managed accounts and security for Windows, Exchange, and Citrix.
  • Implement, administer, and manage Citrix Thin Clients using Rapport.
  • Support XP, Windows 7, Citrix MetaFrame and XenApp Server 2003 and 2008.
  • Use Citrix/Teamviewer/LogMeIn and other remote management software to maintain systems.
  • Team leader in Citrix Thin Client Terminal and PC deployment using Powerquest Drive Image Pro, Norton Ghost, and System-Prep.
  • Supported remotely using PCAnywhere, Citrix Support Tool, RDP, TeamViewer
  • Managed a 12-server multi-location Citrix Metaframe server farm.
  • Work with multiple virtualization software programs (Citrix XenCenter, ESXI vSphere); utilize Salesforce to manage support tickets.

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36. QA
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low Demand
Here's how QA is used in Lead Support Technician jobs:
  • Performed QA responsibilities as assigned.
  • Preform staff reviews and QA's to ensure staff is working to expected goals and requirements.
  • Created & maintained technical documentation manuals & QA for Database Management Systems (DBMS) environment.
  • Facilitate meeting with Release Management, QA and UAT managers weekly to discuss forthcoming releases.
  • Develop and implement QA procedures for training new agents in a call center.
  • Maintained a bug list and assisted with QA on the development side.
  • Work closely with Development and QA to develop system per customer needs.
  • Worked closely with engineering to identify and resolve software QA issues.
  • Performed QA testing of new software products for beta releases.
  • Performed QA of many types of websites and software weekly.
  • Perform monthly QA evaluations on team members.
  • Assisted QA in testing new releases.
  • Put together and lead morning meetings with the support staff, Professional Services, Engineering and QA departments.
  • Worked with QA to create test scripts and scenarios for enhancements and customizations to the core product.
  • Addressed SSAE16 SOX requirements by building control SOP documents with Dev, QA, IT and Support.
  • Monitor associates calls; call volume and e-mail cases to make sure all QA matrixes are met.
  • Present - QA/SYSTEM ADMINISTRATOR Sacramento Container Corp. McClellan, CA.

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37. POS
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low Demand
Here's how POS is used in Lead Support Technician jobs:
  • Position created to coordinate approximately a dozen technical support analysts in their daily tasks.
  • Composed and published documentation for software installation, configurations, and operation.
  • Lead a team of dedicated developers and testers on project on Oracle Apps support for post go live after the cut-over.
  • Provide second level support to critical and non-critical production applications insuring the best possible performance and the compliance of SLA's.
  • Provided proposal documentation and specifications for a similar project for HSN that allowed them to eliminate their existing EDI vendor.
  • Completed service request changes as well providing exceptional tech support information to assure services are running as best as possible.
  • Provide thorough support and problem resolution for customers, while maintaining composure and patience in face of difficult customer situations.
  • Monitored help desk operations and escalated help tickets appropriately to make sure issues were handled as expeditiously as possible.
  • Create and update process and policies to keep staff and customers working towards a positive experience.
  • Monitored calls for quality purposes and coach employees on ways to improve the quality of calls.
  • Expected to be available to take calls, be productive, and engage in positive interactions.
  • Worked directly with field application engineers to resolve customer issues and escalate possible bugs.
  • Maintained position as CEO's primary point of contact for all technology related issues.
  • Started position performing basic help desk support for department store point of sales upgrades.
  • Train new employees and temps in every aspect of the Tech II position.
  • Provided customer service involved with the position.
  • Contract position during corporate restructuring Temporary contract to support business during transition period.
  • Investigate and properly report any possible security issues involving minors.
  • Created very good knowledge repository for Supply chain systems which include documents and voice recordings of SMEs.
  • Supply customer training for Rentrak Programs, and Rentrak approved POS programs.

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38. DNS
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low Demand
Here's how DNS is used in Lead Support Technician jobs:
  • Managed and support DNS/DHCP configuration of the network equipment in stores.
  • Executed password resets in Active Directory, Knowledge of DHCP, DNS, Gateway, Proxy, Subnet, print queue.
  • Arrange purchase and complete configuration of server hardware, ESXi software, Firewall hardware, DNS and custom internal software.
  • Maintain district servers (web, ftp, dhcp, dns, and file servers)

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39. DSL
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low Demand
Here's how DSL is used in Lead Support Technician jobs:
  • Organized and coordinated a team for expediting the fulfillment and support for business DSL broadband orders.
  • Provided tech support to Residential & Business DSL customers and other CSR's.
  • Support involved WAN connectivity troubleshooting for T-1, ISDN, and DSL circuits.
  • Assist customers that are having problems with their DSL service.
  • Assisted customers with technical issues using DSL or analog.
  • Assist customers with activating their DSL service.
  • Configured DSL modems and routers.
  • Assist customer with setting up Dsl and FiOS equipment for new and existing customers.
  • Handle more advanced line programming such as DSLAM and Redback provisioning.

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40. Technical Assistance
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low Demand
Here's how Technical Assistance is used in Lead Support Technician jobs:
  • Provided technical assistance support through patient communications, troubleshooting and instruction of detailed product information.
  • Provide technical assistance and instruction to personnel regarding equipment operation and maintenance.
  • Provide backup and technical assistance for network and telecommunication analysts.
  • Demonstrated skills at analyzing statistics and alternatives for technical assistance.
  • Contributed technical assistance to the Provisioning and Technical Writing departments
  • Provided electrical knowledge and technical assistance site wide.
  • Assumed role of lead sales support, conducing sales presentations to new prospects and providing technical assistance to internal sales staff.
  • Provided customer support, technical assistance and quality assurance for a start up company geared towards golf course supervisors.
  • Performed technical assistance to West Electronics Incorporated in the production and distribution of the 120/300K Fuel Systems Supply Point.
  • Provided technical assistance to 2500 staff, assisting with network access, printing, and application software operation.
  • Provided technical assistance to staff including software applications and PC hardware support, training, and troubleshooting.
  • Provided customer service and technical assistance to AOL customers on both Windows and Macintosh platforms.
  • Provided technical assistance for customers and dealers over the phone and through e-mail.
  • Provide technical assistance to end users by resolving issues and answering questions.
  • Provided technical assistance to the internal sales and product development teams.
  • Provided Technical assistance to student & Instructors with Network access.
  • Provided technical assistance for software, hardware and network issues.
  • Provided technical assistance to IBM employees and customers.
  • Provide lead technical assistance and support for incoming requests related to computer systems, PACS Software and radiologist reading systems.

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41. PCS
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low Demand
Here's how PCS is used in Lead Support Technician jobs:
  • Led a three-week mission in four African countries, overseeing upgrades to 100 PCs in preparation for future satellite links.
  • Set up PCs to join existing domain, configured printers for network access and utilized Web JetAdmin for troubleshooting.
  • Documented break fix scenarios which were implemented by teams throughout ServiceMaster to maintain applications, PCs and servers.
  • Supervised four help desk personnel and managed processes in support of network and desktop PCs.
  • Configure servers, PCs, laptops, and tablets per clients' standards.
  • Provided LAN administration using Windows Networking for 20 client PCs.
  • Inventory PCs and relocate PCs to and from user workstation.
  • Imaged PCs for use by new hires using System Center.
  • Issued software packages to client PCs via System Center.
  • Answered user problems for PCs and Macs.
  • Configured and deployed new PCs.
  • Replace Bank PCs from WAMU, install Chase PC's according to the Chase schedule.
  • Set up PCs and laptops, and installed operating systems, applications, security software, and peripherals.
  • Registered and configured devices for Wifi network such as laptops, pocket PCs.
  • Requested by company s chief executives to work on their PCs.
  • Perform minor hardware repairs to pcs, printers.
  • Configure pcs per end user requirements.
  • Deployed 350+ new PCs and 1500+ MS Office and Window XP rollouts.
  • Reimaged company PCs with corrupted files; communicated with helpdesk personnel regarding issues that were left unresolved.
  • Implemented new antivirus and anti-spyware platform to user PCs enterprise wide.

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42. Technical Problems
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low Demand
Here's how Technical Problems is used in Lead Support Technician jobs:
  • Provided remote desktop assistance for customer networking and technical problems.
  • Developed creative solutions to highly complex SW/HW/Mechanical technical problems.
  • Supported customers with technical problems regarding their Servers.
  • Acted as lead technical and help-desk point of contact, providing solutions to employees and supporting the correcting of technical problems.
  • Applied troubleshooting skills to diagnose issues and walk end users through tasks to identify root causes to fix technical problems.
  • Provided assistance to technical support agents and other team leaders related to a variety of DirecTV technical problems and policies.
  • Resolved complex technical problems, identified chronic issues, addressed and resolved customer complaints in high volume call center.
  • Assisted with the more junior support associates to ensure accurate and timely resolution to technical problems.
  • Provide technical support to users for highly complex computer related technical problems on a primary account.
  • Identified technical problems and debugged hardware and software related to LAN s WAN s.
  • Support to customers and Field Service staff resolving moderate to complex technical problems.
  • Focused on troubleshooting technical problems and preparing reports with Nexus Tool.
  • Analyze customer s technical problems to determine an effective solution.
  • Solved difficult technical problems deployment procedures.

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43. Lotus Notes
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low Demand
Here's how Lotus Notes is used in Lead Support Technician jobs:
  • Work closely with Domino administrator on monitoring Lotus Notes servers.
  • Tracked all issues on Lotus Notes and submitted to IT Manager.
  • Administer and troubleshoot Windows 2000/Lotus Notes R5/R6 3rd level support calls.
  • Installed enterprise wide applications to include Lotus Notes and Microsoft Office.
  • Create new Windows 2000/Lotus NotesR5/R6 user accounts.
  • Give Lotus Notes R6 client training classes to our new Lennar employees.
  • Maintain Windows 2000 workstation/Lotus Notes R6 Domino for Lennar nationwide.
  • Support all of Lennar Corp. Lotus Notes users nationwide.
  • Group Chat, Lync, Outlook), Lotus Notes, legacy applications, and more.

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44. Vmware
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low Demand
Here's how Vmware is used in Lead Support Technician jobs:
  • Provided training support and 1st and 2nd level technical support to individuals via VMWare remote connection, or face-to-face interaction.
  • Installed, Configured and Maintain Multiple VMware Clusters with over 170 virtual machines.
  • Implemented virtualized test environments hosted under Hyper-V and VMWare.
  • Deploy & manage private cloud infrastructure for SAP BI's in local data center running on VMware ESX Hypervisor.
  • Administrated and maintain eDiscovery project Dev, Demo, Test and Source Control Systems in VMware and physical server environment.

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45. CRM
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low Demand
Here's how CRM is used in Lead Support Technician jobs:
  • Attended management meetings and provided phone and CRM system metrics for upper management.
  • Subject matter expert for CRM and leads the Voice of the Customer program.
  • Provide testing support as part of administration, maintenance, and troubleshooting of Siebel CRM application.
  • Provided training in CRM and phone system usage for new agents.
  • Implemented the CRM Sales functionality for Citi Bank.

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46. ISP
demand arrow
low Demand
Here's how ISP is used in Lead Support Technician jobs:
  • Assisted other analyst with approvals of technical dispatches and modem replacements.
  • Display strong time management and organizational skills.
  • Dispatched repair technicians and estimated repair time.
  • Lead meeting with training department to facilitate training police patrolmen, dispatch and staff on how use the new police system.
  • Handled customer disputes and complaints, and resolved these swiftly using a wide variety of offerings and ideas.
  • Add new peripheral equipment printers, check readers, credit card readers, change dispenser and insure functionality.
  • Supported small dental and legal businesses & individual consumers; Set up networks remotely verifying ISP configurations.
  • Assisted with identifying trends in call flow to identify problem areas, equipment, or ISP issues.
  • Managed all Laser Jet needs, including dispatching technicians, shipping parts, and overseeing troubleshooting.
  • Support of ISP Partners, Nebraska Furniture Mart and internal Computer Services III.
  • Created cases and claims for damaged, lost or displaced packages.
  • Maintain dispatch department response time for technicians to ensure route progression.
  • Display expert skills at graphic advertising and content creation.
  • Lead a team of 15 ISP technical support specialists.
  • Service orientation allowed the identification of activities from disparate Technical Areas, identifying transversal and common processes.
  • Implemented a process that saved company over 5K weekly Promoted to Tech Lead for display of leadership, knowledge and performance.
  • Assist customers with connection and computer problems for 200 plus ISPs around the country in a high paced call center.
  • Designed the high responsive web pages using ASP.NET and C# to manage display Andons, user facing screens.
  • Monitored Time warner cable network infrastructure, and dispatched plant technicians when necessary.
  • Dispensed medication using SI Baker, Kalish and Accumed systems.

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47. Android
demand arrow
low Demand
Here's how Android is used in Lead Support Technician jobs:
  • Supported end-users with all i-Phone, Android & Blackberry devices by investigating their issues & assisting them with downloaded content.
  • Provided technical support for Apple, Android, and Windows Operating Systems, including Outlook and Mac Mail.
  • Possess knowledge of Blackberry, Windows and Android Operating Systems.
  • Support Applications for BlackBerry, Android and mobile phones
  • Added skills for troubleshooting Android and Apple tablets.
  • Provide expert help when dealing with all wireless OS systems including Android, iOS, Windows, Palm, and RIM.
  • Supported iPhones, Blackberry, and Android mobile devices.
  • Expanded my knowledge in Android, Apple OS X, and iOS for the Apple tablets.

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48. Sharepoint
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low Demand
Here's how Sharepoint is used in Lead Support Technician jobs:
  • Service Delivery Management (Support) of the existing and upcoming applications build on SharePoint on-premise environment.
  • Created folders in the Customer Support area of (SharePoint) to upload documentation of daily processes, and support operations.
  • Administered the team's SharePoint site to ensure proper access and timely presentation of documentation and team information.
  • Deploy & manage corporate SharePoint Server 2010 (MOSS 2010) in local data center.
  • Created and managed BES, SharePoint, Oracle, and AD user accounts.
  • Develop SharePoint page as part of the WHI (Workgroup Health Index).
  • Use of Windows Office, Microsoft Exchange, Lotus Notes, AD, Sharepoint.
  • Respond to email inquiries via Parature and Sharepoint.

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49. Novell
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low Demand
Here's how Novell is used in Lead Support Technician jobs:
  • Provide computer troubleshooting and network support for 1500 users in Novell NetWare/Windows environment.
  • Maintained Novell, Windows NT, and Windows 2000 Servers and the local network.
  • Served as PC and Novell Network support engineer (CNE).
  • Administered of Console One application on Novell systems.
  • Support for Mainframe, WINNT, and Novell.
  • Network design and administration (Windows NT / Novell / Citrix).

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50. SME
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low Demand
Here's how SME is used in Lead Support Technician jobs:
  • Worked effectively with diverse cross-functional teams as a SME regarding industrial process flow instruments and their various industrial functions.
  • Participate in business planning and analysis along with risk assessment to ensure our products remain competitive in the market.
  • Conducted a Phase I assessment of the mall related to property acquisition of the property by a developer.
  • Perform site surveys/LAN assessments and make recommendations on changes required to support Next Generation voice and data products.
  • Served as a SME and the main point of contact when agents and other leads had questions.
  • Evaluated new and existing technical problems through analysis, assessment, and consideration of costs.
  • Prepare Risk plan assessment and effort estimation for proposed solutions.
  • Generate status and work flow assessment reports as needed.
  • Worked as a PeopleSoft SME for the conversion project.
  • Work directly with Apple POC and is the Apple SME for the NE HQ.
  • Developed customer service automation phone queue and quick assessment of clients needs along with priority alerts to SME.
  • Possess strong analytical and assessment skills.
  • Conducted a Phase I assessment at a vacant lot to bedeveloped as multi-story office building.

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Lead Support Technician Jobs

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20 Most Common Skills For A Lead Support Technician

Computer Hardware

13.1%

Technical Support

12.2%

Customer Service

10.1%

Phone Calls

5.8%

Trouble Shooting

5.6%

Database

5.5%

Email

5.4%

Desktop

5.2%

Internet

5.2%

Setup

4.4%

Windows XP

3.6%

Active Directory

3.5%

Network Printers

3.4%

Mac

2.8%

SQL

2.7%

Online

2.6%

Hardware Issues

2.5%

Voip

2.3%

OS

2.0%

VPN

2.0%
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Typical Skill-Sets Required For A Lead Support Technician

Rank Skill
1 Computer Hardware 9.6%
2 Technical Support 8.9%
3 Customer Service 7.4%
4 Phone Calls 4.3%
5 Trouble Shooting 4.1%
6 Database 4.0%
7 Email 3.9%
8 Desktop 3.8%
9 Internet 3.8%
10 Setup 3.3%
11 Windows XP 2.7%
12 Active Directory 2.6%
13 Network Printers 2.5%
14 Mac 2.1%
15 SQL 2.0%
16 Online 1.9%
17 Hardware Issues 1.8%
18 Voip 1.7%
19 OS 1.5%
20 VPN 1.5%
21 SLA 1.4%
22 User Accounts 1.4%
23 Helpdesk 1.3%
24 Windows New Technicians 1.3%
25 Unix 1.2%
26 Knowledge Base 1.2%
27 Tcp/Ip 1.2%
28 LAN 1.1%
29 Suite 1.1%
30 Trouble Tickets 1.1%
31 Linux 1.0%
32 Problem Resolution 1.0%
33 Computer System 1.0%
34 Software Applications 1.0%
35 Citrix 0.9%
36 QA 0.8%
37 POS 0.8%
38 DNS 0.7%
39 DSL 0.7%
40 Technical Assistance 0.7%
41 PCS 0.7%
42 Technical Problems 0.7%
43 Lotus Notes 0.7%
44 Vmware 0.6%
45 CRM 0.6%
46 ISP 0.6%
47 Android 0.5%
48 Sharepoint 0.5%
49 Novell 0.5%
50 SME 0.5%
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27,952 Lead Support Technician Jobs

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