Job Resposibilities-
1. Team Leadership: Lead, mentor, and motivate a team of Field Service technicians. Provide guidance and support to team members, fostering a positive and collaborative work environment. Conduct regular team meetings, performance reviews, and training sessions.
2. Customer Service: Ensure a high level of customer satisfaction by delivering excellent support services. Act as a point of contact for escalated customer inquiries, maintaining a professional and customer-focused approach. Build and maintain strong relationships with end-users, understanding their technical needs and preferences. Gather feedback from users to identify areas for improvement and implement solutions to enhance the overall user experience. Conduct user training sessions to promote self-service options and empower users to resolve common issues independently.
3. Technical Support: Oversee the resolution of hardware and software issues for end-users, both on-site and remotely. Serve as an escalation point for complex technical problems, ensuring timely and effective solutions. Collaborate with other IT teams (Infra, Network and App) to address and resolve technical issues. Oversee the development and maintenance of standardized laptop images for various user profiles. Lead the deployment and imaging of laptops to ensure consistency, security, and compliance with organizational standards. Design and implement efficient processes for onboarding new employees, including laptop setup, account provisioning, and orientation on IT policies. Streamline and execute offboarding procedures, ensuring secure data removal, account deactivation, and retrieval of IT assets. Possess expertise in diagnosing and resolving printer-related issues, including hardware malfunctions, connectivity problems, and print queue management.
Qualifications-
1 Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience). Proven experience in a technical support role, with a minimum of 3 years in a leadership or supervisory position.
2 Strong knowledge of desktop operating systems, hardware, and software applications.
4 Excellent troubleshooting and problem-solving skills. Effective communication and interpersonal skills.
6 Solid understanding of ITIL framework and best practices for IT service management.an, ITIL V4) are desirable.
6 Solid understanding of ITIL framework and best practices for IT service management.
