Job Description
The senior software technical support expert is responsible for service delivery, training, and support. He will manage a team of 5 to 7 people and is accountable for meeting the SLA and customer satisfaction.
Supervisory Responsibilities:
- Instal and service delivery projects.
- Help hire and train the "support department" staff.
- Organize and oversee the schedules of IS department staff.
- Provide constructive and timely performance evaluations.
- Ensure proper execution of the workflow processes.
- Improve the workflow processes.
- Monitor the support team’s performance and ensure every issue is resolved on time.
- Resolve escalated issues and communicate with other departments as needed.
- Utilize the ticketing and CRM and make sure all customer support activities are recorded in the ticketing and CRM.
- Record and mine customer support data and extract meaningful reports according to the management needs.
- Attend meetings with customers.
- Prepare technical proposals and technical support content as needed.
Requirements:
- Practical knowledge of computer networks (CCNA is a plus).
- Deep understanding of ITIL fundamentals (an ITIL certificate is a plus).
- Bachelor's or Master's degree in IT, Computer Engineering, or other related fields.
- Over 5 years of experience in related fields.
- Familiar with configuration management solutions.
- Experience with current versions of Windows (e.g. Server 2012, 2016).
- Experience with Monitoring Applications like PRTG and ManageEngine, Splunk, Zabbix, ELK, and Prometheus.
- Familiarity with any of the following technologies would be advantageous.
- Practical knowledge LPIC2.
- Strong Linux skills (administration and troubleshooting).
