GEICO is seeking a highly motivated Technical Team Lead for the Tech Solution Center’s Tier 3 team who has a passion for customer service to provide direct technical support for a large enterprise of 35,000+ associates across regional offices, hybrid, field, and remote work environments. This role will help drive our insurance business transformation as we transition from a traditional IT model to a tech organization with engineering excellence as its mission.
The Technical Team Lead is a key member of the Field Engineering team and works on tasks and projects that are at the highest level of complexity. You will serve as a subject-matter-expert (SME) and collaborate with various teams to develop solutions for complex problems. Our team thrives and succeeds in delivering high quality services in a hyper-growth environment where priorities shift quickly. The ideal candidate is focused on automation and self-service solutions, coordinates response to incidents, performs various operational functions, provides excellent customer service, and has an advanced understanding of internet technologies and cloud computing.
Job Responsibilities
As a Sr. Tech Services Specialist, you will be responsible for the following:
Team Leadership
Lead, train, and coach Tech Solution Center junior associates
Assist leadership with coverage and staffing plans for Tech Solution Center
Lead and manage projects within Tech Solutions
Drive automation, self-service initiatives, and strategies to streamline operations, enhance user experience, and reduce manual tasks
Manage escalations that arise from Tier I and Tier II associates
Technical Support Operations
Lead and provide direct technical support for associates across several work environments, including in-office, hybrid, field, and remote settings
Work on a shift, and therefore, the schedule may include weekends and or nights
Must be comfortable using multiple channels of communication (i.e. Zoom, Slack, Webex, etc.) to assist internal customers and end-users
Ensure that Tech Solution Center policies and procedures are executed correctly
Utilize Bomgar to troubleshoot remote clients
Follow PCI Protocols
Troubleshoot audio/visual hardware and software
Open and close tickets within Helix ITSM (formerly called Remedy) or a similar platform
Install and troubleshoot printers and network software to control access to printers
Install and troubleshoot Microsoft Office and Mac iOs products and collaboration tools i.e. Webex, Slack, Equality, Microsoft Active Directory, Microsoft Azure, Azure DevOps, User identity and access management (IAM)
Understand, utilize, and troubleshoot Microsoft Configuration Manager, Microsoft Intune and Windows Autopilot, Cisco AnyConnect, and Zscaler
Basic Qualifications
At least 5 years of hands-on work experience in a technical environment
At least 2 years experiences supporting and leading teams
Bachelor's degree in computer science, Information Systems, or equivalent education or work experience
Advanced understanding of computing devices, operating systems, software installation and administration
Understanding of technical documentation, able to train and develop technical documentation for departmental needs
Advanced experience with Microsoft Office tools (Word, Outlook, Excel, etc.)
Excellent verbal and written communication skills
Strong problem-solving skills
Preferred Qualifications
Understanding of Microsoft Active Directory, network protocols and cloud computing
Familiarity with VoIP provisioning and remediation
Experience supporting incidents and users in a large enterprise environment
PowerShell scripting skills
One or more of the following certifications are highly desired:
CompTIA Certifications: IT Fundamentals+, A+, Network+, Cloud+, Security+
Apple Certifications: Apple Certified Support Professional, and Apple Certified IT Professional
Microsoft Certifications: Azure Fundamentals, MTA’s (Microsoft Technology Associate), Power BI Data Analyst, Windows Operating Fundamentals, Networking Fundamentals, Security Fundamentals, and Programming Fundamentals
Cisco Certification: Cisco Certified Network Associate (CCNA)Experience5+ years of hands-on work experience in supporting and leading teams in a technical environment
Annual Salary
$98,000.00 - $154,000.00The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
Benefits:
As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:
Premier Medical, Dental and Vision Insurance with no waiting period**Paid Vacation, Sick and Parental Leave401(k) PlanTuition ReimbursementPaid Training and Licensures*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.