IT Team Lead: L2

Job Summary:

We are seeking a highly motivated and technically skilled IT Support Team Lead to oversee and support our IT operations. The ideal candidate will have solid hands-on experience in Desktop Support, AV/VC technologies, Server Administration, and Networking, and a strong background in managing and mentoring technical teams.

This role demands a self-starter who is results-driven, detail-oriented, and thrives in dynamic environments. You will be the go-to person for technical escalations, while also leading a team to deliver consistent and high-quality IT services.

Key Responsibilities:

• Lead the IT support team, providing technical guidance and day-to-day direction to ensure service quality and efficiency.
• Deliver end-to-end support for desktop/laptop environments, including hardware setup, software installations, troubleshooting, and peripheral management.
• Oversee and support Audio/Visual and Video Conferencing systems for internal and external meetings.
• Handle server-related tasks including setup, configuration, routine maintenance, patching, and troubleshooting for Windows/Linux servers, Active Directory, and file/print servers.
• Provide Level 2/3 support for network infrastructure, including routers, switches, firewalls, and load balancers.
• Ensure smooth operation and security of networking protocols (TCP/IP, DNS, DHCP, VPN, OSPF, BGP).
• Perform physical and logical network layer support for LAN/WAN environments and wireless access points.
• Coordinate smart hands support for both network and server infrastructure across local and remote sites.
• Manage onboarding processes: preparing IT assets, provisioning user accounts, and configuring access to necessary tools and systems.
• Collaborate with other departments and vendors on system upgrades, migrations, and technical projects.
• Document all procedures, network diagrams, and incident reports for knowledge base and compliance

Required Qualifications:

• Proven expertise in:
  • Desktop support (Windows, macOS, productivity apps)
  • AV/VC platforms (Zoom, Teams, Webex)
  • Server administration (Windows Server, AD, Group Policy, file/print services)
  • Networking (TCP/IP, DNS, DHCP, VPNs, OSPF, BGP)
  • Hands-on experience with L2/L3 networking devices (Cisco, Fortinet, Palo Alto, etc.)
• Strong understanding of firewalls, load balancers, and wireless networks.
• Excellent problem-solving skills and a strong customer service mindset.
• Experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira, Zendesk).