​Lead Technical Services Specialist – Field Engineering (Tech Solution Center)

GEICO is seeking a highly motivated Technical Team Lead for the Tech Solution Center’s Tier 3 team who has a passion for customer service to provide direct technical support for a large enterprise of 35,000+ associates across regional offices, hybrid, field, and remote work environments. This role will help drive our insurance business transformation as we transition from a traditional IT model to a tech organization with engineering excellence as its mission. 

The Technical Team Lead is a key member of the Field Engineering team and works on tasks and projects that are at the highest level of complexity.  You will serve as a subject-matter-expert (SME) and collaborate with various teams to develop solutions for complex problems. Our team thrives and succeeds in delivering high quality services in a hyper-growth environment where priorities shift quickly. The ideal candidate is focused on automation and self-service solutions, coordinates response to incidents, performs various operational functions, provides excellent customer service, and has an advanced understanding of internet technologies and cloud computing.  

Job Responsibilities 

As a Sr. Tech Services Specialist, you will be responsible for the following: 

Team Leadership 

• Lead, train, and coach Tech Solution Center junior associates

• Assist leadership with coverage and staffing plans for Tech Solution Center

• Lead and manage projects within Tech Solutions  

• Drive automation, self-service initiatives, and strategies to streamline operations, enhance user experience, and reduce manual tasks  

• Manage escalations that arise from Tier I and Tier II associates 

Technical Support Operations 

• Lead and provide direct technical support for associates across several work environments, including in-office, hybrid, field, and remote settings 

• Work on a shift, and therefore, the schedule may include weekends and or nights 

• Must be comfortable using multiple channels of communication (i.e. Zoom, Slack, Webex, etc.) to assist internal customers and end-users 

• Ensure that Tech Solution Center policies and procedures are executed correctly 

• Utilize Bomgar to troubleshoot remote clients 

• Follow PCI Protocols 

• Troubleshoot audio/visual hardware and software 

• Open and close tickets within Helix ITSM (formerly called Remedy) or a similar platform 

• Install and troubleshoot printers and network software to control access to printers 

• Install and troubleshoot Microsoft Office and Mac iOs products and collaboration tools i.e. Webex, Slack, Eq