Technical Lead

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Job Title: Technical Lead (M365 Focus

)Work Type

• :Remote/WF
• HFulltim

eWorking Hours: 8am-6pm ES

TStart Date: ASA

P

JOB OVERVI

EW:
The Technical Lead serves as a high‑tier technical resource within the Managed Services Service Desk team, providing expert‑level troubleshooting, advanced incident resolution, and guidance for complex technical challenges. This role acts as the primary escalation point for unresolved issues and ensures high‑quality service delivery, technical accuracy, and rapid restoration of service. This role reports to the Service Desk mana

ger.
JOB ROLE & RESPONSIBILIT

IES:
1. Technical Escalation & Expert Troublesh

• ooting
  Serve as the final escalation point for complex or high‑severity technical issues requiring advanced troubleshooting exp
• ertise.Diagnose and resolve advanced issues across, networking, virtualization, and security platforms as well as Microsoft 365, Windows 11 and Windows Server operating s
• ystems.Provide real‑time support and guidance to Tier 1–3 analysts during high‑priority escal
• ations.Perform deep‑dive technical analysis of recurring issues to identify patterns and implement permanent resol

utions.
2. Proactive Alert Monitoring &

• Response
  Monitor security alerts across monitoring p
• latforms.Triage alerts based on severity, business impact,
• and SLAs.Perform advanced troubleshooting behind recurrin

g alerts.
3. Escalated Ticket

• Ownership
  Own and resolve Tier 3+ or escalated tickets from monitori
• ng systems.Ensure escalated tickets contain complete doc
• umentation.Resolve issues within SLA ex

pectations.
4. Operational Coordination for Alerts &

• EscalationsCoordinate with service desk leadership to optimize workload d
• istribution.Communicate with clients and stakeholders during alert‑identified risks or
• degradation.Perform end of shift handoff of ongoing issues that will span across

work shifts
5. Technical Advisory & B

• est PracticesAdvise teams and clients on be
• st practices.Collaborate on design and optimization
• initiatives.Stay current with industry trends to improve tools a

nd standards.
6. Alert‑Driven Proce

• ss ImprovementAnalyze alert patterns to identify sy
• stemic issues.Improve workflows and mon
• itoring logic.Tune monitoring platforms to minimize noise and omit unimp
• ortant alerts.Maintain updated documentation for runbooks a

nd procedures.
7. Coaching & Kno

• wledge TransferMentor analysts on advanced troubles
• hooting skills.Support onboarding of
• new employees.Lead workshops and post‑in
• cident reviews.Timely and thorough documentation of critical/high severi

ty escalations.
8. Other

• responsibilitiesBased on alert activity and volume, other responsibilities
• will be assignedProcess design a
• nd documentationFlexibility - a key to succe

ss for this role

• JOB REQUIREMENTS:
  5+ years of experience in IT support, systems administration, enginee
• ring, or security.Deep technical expertise across Microsoft 365, Windows Server, networking, virtualization,
• and cybersecurity.Strong problem‑solving and com
• munication skills.Relevant certifications (CompTIA, Microsoft, Cisco, ITIL,
• etc.) are desired.Previous experience and skills d

esired related to:Cisco n

etworkin

g hardwareFor

tinetThreat Locker

Microsoft

SentinelHalo ITS

• MN-Able monitoring

Deep knowledge of:Microsoft E

ntra ID (Azure AD)Condition

al Access policiesMFA / SSPR au

thentication flowsCloud PC and Windows A

• pp access behaviorStrong abi

lity to inte

rpret:Sign-in logsToken

issuance failuresSecu

• rity alert contextOp

erational JudgmentExperience act

ing as a technicalAbility to make sound decisions u

nder time pressureComfortable blocking changes that increase risk, even when re

• solution is u

rgentCommunicationClear, decisive communication in team chats, escalation threads, and ver

bal communicationsAbility to explain why a change is or

is not appropriateConfident interacting with senior engine

• ers and leadersh

ipSuccess CriteriaRapid and accurate resolution o

f assigned issues.Mentoring other analysts and growing their tec

hnical capability.High service quality and redu

ced repeat issues.Improved support effectiveness and documenta