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Job Description for the Position :

Primary responsibilities are :

  • Responsible to manage the team activities
  • Responsible to manage mix of Team Leads & Desk-side Engineers
  • Overall 7 years with Minimum 3 years' experience in Supervisory level and 5 years related field experience on PC hardware, software installation and configuration
  • Demonstrated Technical and People Management
  • Desk side Support Management
  • Asset life cycle support
  • Customer Relationship Management
  • Vendor Relationship Management
  • SLA Management including Incident, problem, Configuration, Service request etc.
  • Daily review with the Desk side support team & Regional Service Manager
  • Periodic reviews with Customer and Vendors
  • MIS and Reporting
  • Freezing Roster for team

Need to have thorough knowledge and get the below tasks carried out by Full Time or Dispatch Engineers at various locations in the region :

  • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding/desktop support, printers, Thin Client, Printers, Mobile/handheld (tablet) devices,BYOD, I.P. Phones & Audio video conference devices. Hands & feet support for network and server equipment as well as any IT related projects.
  • Asset refresh life cycle
  • Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
  • Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
  • Taking ownership of issues through to resolution on all appropriate requests.
  • Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
  • Move equipment associated with escalated help desk incidents and service requests
  • Performing asset inventory activities as needed.
  • Trains and orients staff on use of hardware and software.
  • Recommends and/or performs upgrades on systems (Workstations & Printers) to ensure longevity.
  • Works with procurement staff to purchase hardware and software.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Skills:

  • Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds (tablets) Smartphone etc
  • Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications ie Office etc
  • Effective communication in English and local languages are mandatory

Business Skills:

  • Management of the Region
  • Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
  • To work through issues analytically to a successful conclusion
  • An individual with a minimum of 5 year's supervisory experience

Skills, Experience and Qualification Required for the Position :

  • Desirable MCSE or CNE qualification or equivalent
  • Supporting Windows Enterprises Technologies
  • Desirable ITIL Foundation certified
  • Experience - Overall 7 years with Minimum 3 years' experience in Supervisory level and 5 years related field experience on PC hardware, software installation and configuration
  • Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
  • Candidate should have good understanding of Desk side (Desktops, laptops/Notebooks and Printers) Management, maintenance, deployment and vendor management.
  • Collaboration experience including remote control of PCs and video conferencing knowledge
  • Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects/upgrades (workstations)
  • Strong Microsoft Office skills (Outlook, Word, and Excel)
  • Thorough understanding of Outlook's calendaring tool
  • Understanding of Exchange functional accounts and how they are used within Microsoft technologies
  • Strong customer service skills
  • Must be detail oriented and self-motivating
  • Should have very strong written and oral communication skills
  • Flexibility with respect to time - client deliverables need to be met with a Can do attitude
  • Excellent problem solving/quantitative/analytical skills
  • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
  • Must be detail oriented and self-motivating
  • Should have basic knowledge of work or labour laws (holidays, overtime, salary increments) of respected region
  • Location of work will be the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.

Must Haves :

  • ITIL trained
  • understand what SLAs
  • Must have any experience in managing team
  • Must have Team lead experience
  • French is must for this role, any additional language is preferred.

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