IT Senior Techncial Support Engineer

Technical Support Manager

Operational Duties:

Diagnosing and resolving complex IT issues that cannot be resolved by junior technical support engineers. Handling troubleshooting hardware and software problems and working with users to identify and resolve the root cause of the issue. Developing and implementing new support processes to improve the efficiency and effectiveness of the technical support. Developing new procedures for handling tickets or implementing new tools and software to automate tasks. Training and mentoring junior engineers. Teaching them how to troubleshoot problems, how to use the technical support tools and software, and how to interact with users. Maintaining and updating the technical support knowledge base to ensure that it is up-to-date and accurate. Escalating the issue to the appropriate technical support team. Working with a team of engineers to troubleshoot the issue, or it may involve contacting the vendor of the affected hardware or software. Ensuring that the technical support meets the needs of users. Conducting surveys to gather feedback from users, or it may involve implementing new processes or procedures to improve the level of service.

Financial Duties:

Called upon to provide financial advice to IT management. Making recommendations on IT investments, developing cost-saving strategies, or managing IT risks. Overseeing IT procurement to ensure that IT purchases are made in a cost-effective and efficient manner. Developing procurement policies and procedures, negotiating contracts with vendors, or monitoring vendor performance.

Team Management Duties:

Coaching and mentoring junior team members. Providing training, helping them to develop their skills, and providing them with opportunities to learn and grow. Motivating and inspiring the team. Creating a positive work environment, celebrating successes, and recognizing team members for their contributions.

Customer Satisfaction Duties:

Taking action to improve customer satisfaction. Implementing new processes or procedures, training staff, or making changes to the way the technical support operates. Communicating with customers. This may involve responding to customer inquiries, providing updates on the status of their issues, or resolving customer complaints. Building relationships with customers. This may involve being responsive to customer needs, being empathetic, or being proactive in resolving issues.

Requirements:

Bachelor's degree in computer science or related field. Minimum 4-6 years of experience in the same field. CCNA, MCSE, ITIL is preferred.