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Technical Support Team Lead
Auburn Hills, MI

Position No Longer Open

Posted 4/30/2019

Required Skills

  • G-Suite Administrator provides collaboration and productivity services to departments and teams, as well as their administrators, across the company
  • Responsibilities to include manage and architect corporate G Suite environment for all end users
  • Managing email routing for NAFTA region, including G Suite and legacy Outlook environment
  • Provide technical support to service desk representatives, and departmental IT personnel: Liaison with corporate stakeholders in the G Suite and messaging environments
  • Requires a bachelor’s degree in a related area and 8+ years of experience in the field or in a related area
  • Requires an in-depth knowledge of G-Suite, including use of the provisioning tools, APIs, and the GUI administrative console
  • Requires a deep understanding of G-Suite security controls and email routing protocols
  • Collaborate closely with IT Services Security on ensuring proper security configuration
  • Manage email routing throughout the corporation email environments
  • Requires a deep understanding of SMTP, DKIM, SPF, DMARC, and routing strategies that involve a heterogonous messaging environment
  • Strong knowledge and experience implementing and managing a G Suite environment, integration with external identity management, authentication, and logging infrastructure

Job Description

  • Technical Support Team Lead Responsible for the guidance of technical support analysts
  • Leads, instruct, directs, assigns, and checks the work of other technical support analysts
  • Responsible for resolving escalated calls, emails, and requests prior to sending ticket to third level support
  • Ensures all phases of technical support are properly coordinated, monitored, logged, tracked, documented, and resolved appropriately to ensure timely resolution
  • Assist in acting on existing trouble tickets and resolving problems remotely with user community
  • Review, analyze, and evaluate various systems operations
  • Performs advance root cause analysis and develops checklists for typical problems
  • Provide technical support on a variety of complex issues
  • Escalate problems to next level support professionals when necessary
  • Competent to work at the highest technical level of all phases of technical support activities
  • Demonstrate expertise in a variety of the field’s concepts, practices, and procedures
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Performs a variety of complicated tasks
  • A wide degree of creativity and latitude is expected
  • Lead and direct the work of others
  • May report directly to a supervisor / manager or senior manager
  • Requires a bachelor’s degree in a related area and ten plus years of experience in the field or in a related area

Reliance One, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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1700 Harmon Road, Suite One

Auburn Hills, MI 48326


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