IT Support Team-Lead

ABOUT THE ROLE
Crossian is a high-growth technology-driven e-commerce business. Behind our success are our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 900% in just under 4 years. Our mission now is to build direct-to-consumer brands and increase customer LTV.
As part of Technology Innovations CoE - supervised by the Engineering Manager & advised by the firm's CTO, you'll also check in with the team daily on the project, collecting information from other products to remain in sync with the entire eco-system in an Agile mindset & strong-Tech Startup environment culture. (Silicon Valley style Tech-startup)
We are creating a comprehensive Cross-border eCommerce Platform that features solutions for Storefront, Payment Gateway, Inventory, Catalogs, Logistics, Marketing Insights, CRM... Here are some examples:
- Develop a Storefront solution
- Centralize payment gateways for managing transactions and after payment business (such as: refund, chargebacks, claims, inquiry,..)
- Integrate various 3rd services to operate a complete supply-chain system including inventory, catalogs, logistics tracking, and more...
- Convert raw data from marketing campaigns, transactions, user behavior, etc. into insights beneficial and significant for business operations.
- Plus, numerous other opportunities await your input.
We are seeking an experienced IT Support Team Leader to oversee our IT support and office admin operations and ensure the 24/7 excellence of our cloud-based software systems. Reporting to the Engineering Manager and collaborating closely with the CEO/HR admin team to provide services to the whole company, you will lead a team of two IT Support Specialists responsible for monitoring system health, troubleshooting issues, and providing first-level support to internal and external users. This role is critical in maintaining the robustness of our systems and supporting the productivity of our team in a dynamic, agile environment.
WHAT YOU WILL DO
- Team Leadership: Manage and mentor a team of IT Support Specialists, fostering a collaborative and high-performance culture.
- System Monitoring: Oversee active monitoring of system dashboards, alerts, and infrastructure boards on platforms like Grafana and AWS to proactively identify and address issues.
- Support Operations: Ensure efficient handling of first-level support requests via communication channels such as Slack and phone, escalating complex issues to the technical team.
- Infrastructure Management: Maintain the reliability and security of office network infrastructure, including Wi-Fi, routers, switches, and hardware like printers, laptops, and TVs.
- Software Support: Oversee support for office software and applications, manage user access, and ensure optimal usage practices.
- After-Hours Coordination: Organize and participate in rotation schedules for after-hours system monitoring to guarantee continuous platform operation.
- Reporting and Analysis: Generate and analyze monitoring reports to identify trends and implement improvements to enhance system stability and performance.
- Training and Development: Develop and conduct training sessions for internal users to promote IT literacy and efficient use of technology.
- Documentation: Maintain comprehensive documentation of support activities, resolutions, and preventive measures to build a robust knowledge base.
- Cross-Functional Collaboration: Work closely with other teams to ensure alignment and support for ongoing projects and initiatives.