Position: Technical Support Team Leader (Level 2)
Company: Diya
Category: Support
Experience required: 3y
English level: upper

**Diya** is a successful Ukrainian IT company providing full-service IT solutions for small and medium businesses across the world. Our company has a strong professional background in providing remote technical support services to companies across different industries helping them deliver excellent customer experience.

We are a friendly crowd of it-savvies. Working shoulder to shoulder in a virtual crew gives us the flexibility to provide better solutions and exceed our customers' expectations.

Diya is currently looking for **Technical Support Team Leader (L2)** for a full-time position at our Zhytomyr office or remotely, who is tech-savvy with excellent troubleshooting skills to join us.

L2 Team Leader organizes and coordinates the team in order to achieve maximum delivery quality and customer satisfaction.

**Responsibilities:**

- Tasks distribution, priorities determination, as well as monitoring and evaluation of the task’s implementation.
- Documentation works, including operational documents, instructions, standard operations procedures, and reports for the Executive Board, Operations Manager and Customers.
- Delivery operations monitoring and ensuring the delivery quality;
- Communications within the delivery.
- Verbal meetings with clients.
- General L2 team management, tasks progress tracking and development of technical expertise of the team.
- Distribution tasks according to the workload and technical skills of the team;
- Regular status meetings with the team.
- Knowledge sharing within the team.
- Hands-on help for the team with tasks during peak workload hours.
- Maintaining a healthy relationship in the team.
- Conflict management inside the team.
- Team education, mentoring and other team activities.
- Adaptation of new team members.
- Daily checks of the time tracked and its accuracy.
- Participation in the regular performance evaluations of the team.

**Requirements:**

- English: upper-intermediate (B2).
- A minimum of 2 years experience as an IT administrator with a primary responsibility of managing Microsoft Windows systems.
- Experience with Microsoft 365 and Azure platforms.
- Strong knowledge of administration and configuration of Windows servers and basic services AD, GPO, DNS, ADFS, etc.
- Knowledge of ticketing systems, monitoring, managed antivirus, and backup solutions.
- Demonstrated ability to generate and maintain technical documentation.
- Solid knowledge of PowerShell Scripting and command-line management.
- Experience in managing a team is a plus.
- Microsoft 365 Certification is a plus.

**What we offer:**

- Comfortable work environment, remote work.
- Competitive salary.
- Paid vacation and sick leave.
- Healthcare insurance and gym.
- Training and useful experience.
- Work in a young and friendly team.
- Career opportunities and professional growth.

For a better understanding of who we are and what we are doing, visit our website:

https://diya.pro/