Job Responsibilities:Team Management:Lead and supervise a team of on-site support engineers, ensuring they provide high-quality service and support.
Technical Support:Provide hands-on technical support to resolve hardware and software issues, including troubleshooting, installations, and maintenance.
Client Relations:Foster strong relationships with clients, understanding their needs and ensuring their satisfaction with the support services provided.
Incident Management:Oversee the identification, logging, and resolution of incidents, ensuring that issues are resolved promptly and effectively.
Reporting:Prepare and present regular reports on support operations, including incident trends, team performance, and client feedback.
Training and Development:Mentor and train on-site support engineers, promoting continuous learning and professional development.
Process Improvement:Identify and implement improvements to support processes, enhancing efficiency and effectiveness.
Compliance:Ensure that all support activities comply with company policies and industry regulations.
Requirements:
Education:Bachelor's degree in Information Technology, Computer Science, or a related field.
Experience:Minimum of 10 years of experience in IT on-site support, with at least 5 years in a supervisory or lead role.
Technical Skills:Strong knowledge of hardware, software, networking, and troubleshooting techniques.
Leadership Skills:Proven ability to lead and motivate a team, with excellent problem-solving and decision-making abilities.
Communication Skills:Excellent verbal and written communication skills, with the ability to interact effectively with clients and team members.
Customer Service:Strong customer service orientation, with a commitment to meeting and exceeding client expectations.
Certifications:Relevant certifications such as Network+ or ITIL are highly desirable.
Analytical Thinking:Ability to analyze complex technical issues and develop effective solutions.
Attention to Detail:Keen attention to detail to ensure accurate and thorough resolution of technical problems.
Team Collaboration:Strong team collaboration skills, with the ability to work effectively with colleagues and clients.
Adaptability:Flexibility to adapt to changing client needs and technological advancements.
Time Management:Excellent time management skills, with the ability to prioritize tasks and manage multiple responsibilities.#J-18808-Ljbffr