What are the responsibilities and job description for the IT Technician Team Lead - Day position at Stifel?
Summary
The IT Technician Team Lead has primary responsibilities as the first response, triage, and Level 1 troubleshooting contact within IT Operations and Service Management. Primarily through automated event alerts and escalation from IT Service Operations Analysts, the Senior IT Operations Technician performs technical troubleshooting and diagnosis of root cause, and performs the steps necessary to fully log the incident, including the troubleshooting steps taken to resolve the incident. The Senior Technician provides direct supervision to a team of technicians, mentoring them on technical skills, customer service skills, and IT service management skills. This Lead role is a 12 hour shift.
Essential Duties and Responsibilities
- Serve as the First Responder to event alerts triggered when monitored applications, hardware, services, procedures, jobs, and file transmissions reach a pre-defined threshold that indicates an exception which must be responded to and resolved.
- Serve as a technical escalation point within the IT Technical Operations function, and respond to multiple channels reporting incidents and requests.
- Fully document incidents received, troubleshooting and steps taken to resolve incidents, and introduce technical knowledge for use by end users and the IT Service Desk function.
- Facilitate major incident conference bridges, accurately identifying and logging .attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.
- Provide real time direction to a team of technicians, especially during major incidents and in the absence of the Manager.
- Serve as a Problem Manager, and actively participate with other IT teams in incident and problem resolution, as well as project and implementation planning.
Qualifications
- Strong end user technology understanding and troubleshooting skills.
- Intermediate understanding of web based and distributed systems n-tier technologies.
- Expertise in working with IT monitoring and event management tools.
- Strong expertise in Level 1 troubleshooting of networked Windows end points and infrastructure devices
- Ability to work 12 hour shifts
Education and Experience
- Associate's Degree or equivalent college coursework; or equivalent experience required
- 6 years' experience working in a technical environment
About Stifel
Stifel is a more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients’ money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let’s talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
