We are looking a highly skilled Senior IT Technical Support Engineer to join one of our top-tier clients. As the crucial link between the company and the customer service desk. The successful candidate will ensure end users receive the highest quality support services, prompt attention, and proactive solutions, all in keeping with the company’s reputation and quality standards.

This role involves resolving escalated issues, managing the IT support team, implementing best practices, and improving the overall user experience through effective troubleshooting and support. The candidate should have extensive technical knowledge in multi-vendor environments, strong problem-solving skills, and leadership abilities. A “Get It done” person, willing to go above and beyond to satisfy the customer, even at odd hours.

Responsibilities

Leadership & Team Management

• Develop and deliver training to internal teams to enhance their technical support skills and knowledge.
• Lead, mentor, and manage a team of support engineers to deliver high-quality support service.
• Plan tasks, assign tasks, assign KPIs and monitor the performance of team members to ensure timely resolution of IT issues.

Technical Support

• Act as the point of escalation for complex technical issues and provide solutions or workarounds.
• Diagnose and troubleshoot application, cloud computing, hosing, and network issues using various tools including monitoring, remote logs, code analyzing and scripting.
• Provide support for system upgrades, security patches, software updates and installations to proactively maintain infrastructure robust and secure.

Incident & Problem Management

• Manage a customer queue to make sure that all incidents are properly triaged and resolved within SLA
• Oversee the IT ticketing system to ensure the efficient tracking, prioritization, and resolution of technical issues.
• Lead root cause analysis for major incidents and provide long-term solutions.
• Create and maintain technical documentation including knowledge base for the support team and end users.

Stakeholders Communication

• Communicate effectively with customers and collaborate with other teams to ensure customer satisfaction and gather feedback.
• Communicate with key stakeholders (internal teams, customers, vendors) to ensure expectations are met.
• Report and analyze support metrics, such as tickets, resolution time, customer feedback, and quality.

Requirements

Education:

• Bachelor’s degree in computer science, Information Technology, or a related field (or relevant certifications).

Experience:

• 5+ years of experience in IT support roles, with at least 2 years in a leadership or supervisory capacity, supervising IT support team for cloud hosted apps.
• 3+ years of experience in technical support for large scale software.
• Mandatory experience in cloud computing platforms (Azur, AWS, Google, etc.) and virtualization technologies.
• Extensive experience with IT service management tools and practices.

Skills

Technical Skills:

• High proficiency in cloud computing platforms (Azur, AWS, Google, etc.)
• In-depth knowledge of IT processes.
• Proficiency in systems and networks infrastructures.
• Proven skills in the use of IT Service Management tools
• Proven skills in the use of centralized application logging tools.
• Proven skills in the use of monitoring tools.
• Ability to write and execute scripts, commands, analyze error codes, logs and traces.

Other Skills:

• Solid evidence of effective team leadership
• Track record of SLA management
• Project Management
• English: Fluent, written and spoken

Certifications (preferred but not required):

• ITIL certification, CompTIA A+, Azur, or other relevant certifications.

Deadline : 04th november 2024