Technical Support Lead

Technical Support Lead

Technical Support Lead 1920 1081 Kristoffer Laforteza

Position Summary:

This position will work with the Support Manager and team in organizing support tickets ( task, support, bugs), create reports, handle escalations, collaborate on what fix is needed, testing, validating and help with whatever is needed in order to deliver according to the indicated Service Level Agreement.

Skills /Experience Required:

  • Graduate of any IT Related Course
  • 3 to 5 years experience in the IT industry
  • At least 1 year experience in managing a Team
  • Technical background or understanding is a preference
  • Proven people management and leadership skills
  • Excellent oral and written communication skills
  • Proven analytical skills in investigating, analyzing and resolving problems
  • Previous experienced in customer facing projects
  • Experience in Logistics company/projects a preference.
  • Shift schedule 8pm – 5am.

Key Responsibilities:

  • Oversee the day-to-day operations of the Technical Services Support Team
  • Ensure that all inquiries, requests, and issues are attended and solve promptly base on the indicated SLA and process flow
  • Provide direct supervision to the support team and support where needed both internally and externally
  • Be the point of contact when it comes to support related escalations
  • Responsible for managing and reporting all support related inquiries, requests, and issues
  • Delegating work and assignments to team members which include himself
  • Involved with the operational delivery, which includes UAT and PROD deployment
  • Assist in the creation of the team KPIs as well as monitor and report on results
  • Implement any necessary preventive measures to reduce customer faults and issues

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