IT Support Engineer Lead

The job overview for the IT Support Lead role at Forge is to provide technical assistance to the workforce, ensuring optimal use of hardware and software technologies, enhancing system performance, and securing data. The successful candidate will have extensive experience in IT support in a fast-paced environment and will work closely with the IT Operations team to continuously improve and automate processes. They should be motivated, goal-oriented, and skilled in negotiation, with a focus on providing high-quality operational support and implementing service management and operational best practices. The role also involves mentoring first-level support, managing ticket queues, and administering SaaS services.

- Providing IT assistance to the distributed workforce - Managing ticket queues and prioritizing escalations based on established SLA's and resource availability - Addressing escalations from first level support - Mentoring first level support on the use of newest technologies and continuous enhancement of support practices - Device administration using MDM tools (Intune, JAMF, or Kandji) - Writing end-user procedures to promote self-help via Forge’s Intranet - Training end-users on hardware functionality and software programs - Updating computer software as well as upgrading hardware and systems - Advanced administration of SaaS services such as Slack, Microsoft 365, Atlassian, Okta, and Zoom

- Must be in an IT lead/Level 2 role for at least six months to a year - 3-5 years of experience as an IT support specialist - Ability to provide friendly, customer-focused support - Exceptional ability to understand technical level and provide the necessary support to resolve queries - Ability to work in a fast-paced and quickly changing environment

- Competitive annual salary range of $105,000-$110,000 - Bonus and equity opportunities - Opportunity to work with a skilled, energetic, and motivated team - Extensive experience providing information technology support in a fast-paced environment - Continuous improvement and automation of IT operations - Onsite work in San Mateo office 2-3 days a week - Great customer service and support for the workforce - Mentorship and training opportunities - Access to the latest technologies and continuous enhancement of support practices - Advanced administration of SaaS services such as Slack, Microsoft 365, Atlassian, Okta, and Zoom - General understanding of network protocols - Support and troubleshooting for Windows, macOS, and mobile devices - Working knowledge of Microsoft Technologies - Networking configuration and support - VoIP technology configuration and support - A/V conferencing configuration and support - Opportunities for technical innovation and staying up-to-date with IT trends - Exceptional interpersonal and communication skills - Device provisioning and configuration for Mac, Windows, and mobile devices - Consulting with IT operations team and other departments for technical improvements - Documentation of processes and diagnostic tests - Mandatory COVID-19 Vaccination Policy for employee safety - Equal opportunity employer that values diversity