Location: Remote( Canada)
Position Type:  Contract
Job Description
Resources can be based in Canada or USA
We are searching for an innovative “Support Engineer Lead” who will oversee the Organization’s support function and all projects they undertake, analyze briefs, write progress reports, identify risks, and develop work schedules. You should be able to work with your team and inspire them to reach their goals.
As the Support Engineering Lead, you will play a pivotal role in overseeing and managing a team of support engineers responsible for handling support requests and incidents related to network, infrastructure (servers and Azure Cloud), and commercial off-the-shelf products such as MS Business Central and HR DayForce. This is a leadership position that requires a strategic mindset, technical expertise, and excellent communication skills to ensure the seamless delivery of support services to our clients.
Key Responsibilities:
*	Manage a team of Support Engineers, taking responsibility for the operational management of the team, creating, and executing plans and reporting on team activities in the required forums.
*	Manage local and remote resources to facilitate the accomplishment of team goals and minimize total SLA violation.
*	Assists management by providing recommendations about hardware, software and staffing.
*	Provide guidance, training, and performance evaluations to ensure the team meets and exceeds support service goals.
*	Drive continuous improvement initiatives within the support team to enhance efficiency and customer satisfaction.
*	Mentors and provides technical training of staff and manages staff development.
*	Conducting system education and training seminars for end users, designers, Contractors, and others, as requested
*	Continuous training on assigned systems as these items receive updates and enhancements.
Qualifications:
*	Bachelor’s degree in software engineering or computer science.
*	Minimum 8 years experience in managing the delivery of IT Support End User services with a Solid knowledge of ITIL V3 Foundation (Service Operations and Release, Control and Validation). ITIL
Certification is a plus.
*	Ability o lead high-performance teams to drive service delivery and service improvements.
*	Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
*	Strong knowledge of network, infrastructure, and commercial off-the-shelf products such as MS Business Central and HR Dayforce.
*	Ability to write technical and operational management documentation (system design and engineering documents, operational run books)
*	Demonstrated ability to lead and motivate a team in a fast-paced environment.
*	Vast experience in assimilating, working, and facilitating Agile workflow.
*	Exceptional ability to prioritize and diagnose technical problems.
*	Extensive experience in resolving customer technical queries.
*	Ability to relay important application feedback to IT teams.
*	Experience in troubleshooting multi-tier enterprise applications, and databases.
*	Worked in mid/large scale (preferably multi-national) technology services environment.
*	Hands-on experience with JIRA (Workflows, Automation), Software Projects, Service Management Projects, incidents, and Change Management
*	Comprehensive knowledge of MS Office products
*	Exceptional written and verbal communication skills.
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Software Engineer

Urgent Requirement for Support Engineer (Remote)
