Team Leader, Field Support

Afni is hiring a Team Leader in Field Support who is responsible for the day to day technical operations of our Opelika, AL contact center. The incumbent is the main point of contact for projects, outages, and overall support for their respective sites. The incumbent will be responsible for the supervision of field support employees. The Team Leader will be proactive in identifying possible issues, actively participating in corporate wide projects, and develop and maintain a good working relationship with other departments both internal and external to ITS.

What you will be doing:

• Assist the Field Support staff with trouble tickets that require advanced technical knowledge.
• Coordinate software/hardware upgrades with Network, Voice communication and Application development staff.
• Preform Technician level II tasks as needed.
• Provide leadership and guidance to 1-5 direct reports. Identify training requirements and develop training plans. Perform annual and semi-annual performance reviews for all staff reporting to this position.
• Assist management with the leadership of the Field Support staff at Afni’s remote locations.
• Resolve outage issues within the facilities in a timely manner.

• Associate’s degree preferred with 3-5 years relevant technical support experience.
• Microsoft Certified Professional, A+ certification, or Network + certification is required.
• Previous supervisory experience / leadership skills preferred.
• Experience troubleshooting and supporting a Citrix environment strongly preferred.
• Experience with active directory and troubleshooting network / server issues strongly preferred.
• Experience working with Symantec Ghost strongly preferred.
• Experience with Avaya and Cisco telephone systems preferred.
• Demonstrated proficiency with Microsoft Office products is required.
• Possess strong customer service, organizational and prioritization skills.
• Demonstrated strong written, interpersonal and verbal communication skills.
• Demonstrated ability to handle to multiple tasks with attention to detail and meet deadlines simultaneously.
• Exceptional interpersonal skills (negotiation, team-building, positive thinking, can-do attitude and job flexibility).