TECHNICAL SUPPORT TEAM LEAD

Qualifications:

Bachelor's/College Degree in Computer Science/Information Technology or equivalent.

Minimum 3 years experience specializing in managing Technical Support or equivalent.

Minimum 5 years experience with Hardware/Software troubleshooting, especially on Microsoft Products.

Deeper understanding of Desktop Engineering, tools, and methodologies.

Basic understanding or experience in SCCM, MECM preferred.

CCNA and/or MCP certification.

ITIL Service Delivery qualification is highly appreciated.

Deep knowledge of desktop OS (Windows and Mac), GPO, and security settings.

Minimum 3 years working experience for rollout of minimum 200 desktops in an enterprise setup.

Working knowledge of network and server work.

Excellent communication and interpersonal skills, both written and verbal.

Experience with ticketing systems, CCTV, door access, PC, and laptop troubleshooting.

Strong customer service focus.

Responsibilities:

Encourage team members and communicate business goals.

Oversee daily operations in the absence of the manager.

Monitor team performance and report on metrics.

Seek alternatives and think outside the box to resolve issues.

Work as a team member and individual, adaptable to changes.

Basic scripting and programming for automations.

Knowledgeable on Desktop Engineering is a plus.

Manage the use of agreed tools and methods to resolve user problems.

Define and monitor compliance with processes for setup and installation of hardware, software, applications, peripherals, and other ICT-based systems.

Escalate performance issues to minimize adverse impact on business continuity.

Report against performance metrics to enhance business performance and efficiency.