JOB SUMMARY:He/she is responsible for management of the support team and its deliverables, its SLA (Service Level Agreement) compliance, and overall accomplishment of support objectives. He/she is expected to contribute to the IT team by being the primary point person in charge of the support team, its activities, and objectives accomplishment.
- Management of IT Support Team
- Propose and implement approved support team schedule.
Cascade overall support scope, and existing workflows and approvals to Support Team.
- Ensure Support Team capability and compliance to SLA (Service Level Agreement)
- Technical Support (On-site and Remote)
- Provide on-site technical support to end-users
Offer remote support to clients via phone, email, chat, or remote desktop tools
- Infrastructure Management and Maintenance
- Install, configure, and maintain computer systems, peripherals, and software applications.
Proactively identify opportunities to improve IT infrastructure and enhance system performance and reliability.
- Service Management
- Respond promptly to service requests
Prioritize tasks- Escalate issues as needed to ensure timely resolution and minimal disruption to business operations.
- Collaboration and Vendor Management
- Collaborate with internal teams and external vendors to resolve complex technical issues and implement effective solutions
- Documentation and Knowledge Management
- Document support activities, solutions, and procedures to facilitate knowledge sharing and continuous improvement.
- Training and Education
- Conduct training sessions for end-users to promote IT literacy and best practices.
- Project Management
- Assist in the planning and implementation of IT projects, such as system upgrades, migrations, and deployments.
- Continuous Learning and Innovation
- Stay abreast of emerging technologies and industry trends to provide proactive recommendations and solutions to clients.
At least a graduate of B.S Information Technology or related course. Minimum of 3 to 5 years of experience working as a part of IT Support Team.- Experienced in providing onsite/offsite support activities.
Experienced in project & support coordination.
- Experienced in providing support and management of Office 365.
Experienced in Network and Security.- Experienced in Active Directory management.
Experienced leading support teams.
Extensive understanding and knowledge of the following:
o IT Security and Network technologies
o Support software
o Office 365 management
o Active Directory
o Azure Server Management
Job Type: Full-time
Schedule:
Supplemental pay types:
* Performance bonus
