Technical Lead

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

We are seeking a Technical Lead. In this role, you will be the face of Calian for the client and be responsible for ensuring all activities related to the client are progressing, including handling escalations as needed. The ideal candidate will understand the client environment from a technical and key stakeholder standpoint. You will keep both the client and Calian internal team engaged and informed throughout any technical issues or projects that come up.

Work schedule for this role: Monday through Friday, onsite, 6 a.m. to 3 p.m. Central time

Responsibilities

• Foster strong working partnerships with members of the NOC team, key customer stakeholders, Account/Sales team
• Act as a technical escalation person/technical troubleshooting for critical issues.
• Build relationships with the client's operations and key stakeholders.
• Lead weekly technical reviews with client’s management and Calian management.
• Lead ticket resolution with emphasis on high severity by coordinating various technical resources.
• Ensure root cause analysis is performed on any business-impacting issues.
• Perform technical support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Perform technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Perform remote access solution implementation and support: VPN, Kaseya, and other tools.
• Adhere to systematic updates for documentation maintenance.
• Communicate with end users and stakeholders as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Support of disaster recovery solutions
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Clear understanding of customer statement of work and Service level agreements.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Perform other duties as required and/or assigned.
• Employee must be able to perform the essential functions of the job with or without reasonable accommodation 

Qualifications

• Must have 5 years of experience working at 100+ user helpdesk.
• Expertise in Microsoft applications, network devices
• Experience coordinating projects from beginning to end of the entire lifecycle.
• Diagnosis skills of technical issues.
• Technical awareness: ability to match resources to technical issues appropriately. Ability to multi-task and adapt to changes quickly.
• Excellent verbal and written communication skills.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer- care
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Fast turnaround of customer requests
• Ability to escalate service requests that require Sr. engineer-level support
• Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future 

EEO Statement
Calian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.