The Technical Support Lead will be responsible for managing the day-to-day operations of the technical support team, ensuring timely and efficient resolution of all IT-related issues. The individual will oversee a team that provides direct technical support to employees, troubleshooting and resolving hardware and software problems. The lead will be accountable for maintaining a high standard of customer service and satisfaction, ensuring all systems operate smoothly, and ensuring issues are resolved within agreed SLAs.
Key Responsibilities:Lead the technical support team in troubleshooting, diagnosing, and resolving hardware, software, and network issues.Manage and prioritize support tickets to ensure timely resolution based on severity and impact.Maintain an up-to-date knowledge base for common problems and solutions.Oversee installations, updates, and patches for software and hardware as needed.Provide reports on team performance, ticket resolution times, and user satisfaction to management.Ensure adherence to best practices for troubleshooting and system monitoring.Maintain excellent communication with end users, ensuring they are informed of issue statuses and resolutions. Key Requirements:Graduate of Information Technology, Computer Science, or any related courses.Proven experience as a Technical Support Lead or 3+ years' experience in technical support, help desk, or IT administration roles.Preferably has experience working in a high-pressure environment with diverse technical challenges.Strong knowledge of Windows and MacOS.Familiarity with remote support tools, network monitoring and ticketing systems.In-depth knowledge of IT infrastructure, systems, and networking.Strong analytical and problem-solving skills.Ability to communicate complex technical concepts to non-technical users.Experience with ticketing systems and remote support tools.Strong organizational skills with the ability to manage multiple tasks and priorities.Excellent leadership skills and the ability to motivate a team.Proactive approach to identifying potential issues and preventing problems.Ability to work under pressure and meet deadlines.Effective delegation and prioritization skills.
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