Responsibilities
- Ensuring the technical support team quickly and efficiently responds technical support issues, via telephone, email, and the company’s support ticketing system and that all issues are documented and resolved within SLA.
- Well understand solutions projects SLA/SLG and make sure Systems Engineer team in line to ensure customer satisfaction and SLA/SLG.
- Defining support processes and procedures and in-depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action.
- Responsible for ensuring the correct elevation of issues from 1st line to 2nd line support members, and ultimately any un-resolved software issues to the technology team. He/she will further be responsible for ensuring that these issues, once resolved, are correctly communicated to the support team and in turn communicated out to the customer base.
- Managing prioritisation, escalation, and resolution of support incidents to the Technology team.
- Ensuring the ticketing and documentation process for all support incidents is adhered to.
- Managing on-site support services as required.
- Recruit, train and supervise L2 Systems Engineer team.
- Build and manage L2 Systems Engineer team’s roadmap.
- Develop & maintain online technical training courses for support division engineers.
Requirements
- Bachelor’s degree or equivalent experience.
- Leadership ability.
- Proven work experience as leading technical support team (Minimum 03 years).
- Experience with Customer Service.
- Outstanding organisational and communication skills.
- Familiarity with best practices in IT service management.
- Hands-on technical skills in systems and network.
- Familiarity with Linux, virtualization platforms (VMware) and open-source application.
- Familiarity with IT Automation and scripting.
- Familiarity with cloud technologies and administration.
- Self-motivated with ability to work in a fast-paced environment.
