Responsibilities:
- Team Management: Lead and supervise a team of on-site support engineer, 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.
- 10+ years of experience in IT on-site support, with at least 5 years in a supervisory or lead role.
- 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.
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