IT Support

• Supervise and mentor a distributed Tier 1 support team; establish performance standards; monitor KPIs; conduct coaching, training, and development; escalate complex issues as needed.
• Oversee zero-trust and secure-access platforms (e.g., Zscaler); validate routing, policies, and authentication; troubleshoot connectivity and performance issues.
• Manage enterprise VoIP/UC platforms (RingCentral, Cisco Webex, Microsoft Teams Calling, Zoom Phone, etc.); troubleshoot SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues; maintain integrations with CRM and ticketing systems.
• Oversee Tier 1 escalations for Windows, macOS, SaaS, and network incidents; manage collaboration suites (Google Workspace, Microsoft 365), device management, and endpoint security solutions.
• Partner with security, operations, and engineering teams; maintain SOPs, runbooks, and knowledge base documentation; ensure clear communication and escalation procedures.

IT Manager – Tier 2

Returned Goods Credit Specialist

Senior Help Desk Engineer

Senior Systems Support Specialist

IT Support Specialist, L1