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IT Technical Support Team Lead
$ 3,400 - $ 4,000 / month
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- Act as a point of escalation for complex technical issues, troubleshooting and resolving advanced hardware, software, and network problems.
- Assign, prioritize, and delegate service requests and technical issues, ensuring they are addressed in a timely manner within defined Service Level Agreements (SLAs).
- Monitor and track ticket progress, ensuring all incidents and requests are logged and resolved efficiently in the ticketing system.
- Ensure proper documentation of IT processes, technical procedures, and solutions to enable efficient troubleshooting and knowledge sharing.
Requirements:
- Diploma in Information Technology or its equivalent;
- Have at least 3 years of IT Technical Support experience, including a minimum of 1 year in a leadership role.
- Possess ITIL Foundation
- Knowledge of IT networking with understanding of TCP/IP internetworking fundamentals, and good command of Windows Desktop OS, Microsoft Office suite and e-mail support;
- The ability to handle Level 2 support;
- Hands-on knowledge on DHCP, file/print services, registry modification, VB scripting, and use of other desktop tools would be essential;
- Good communications skills
- Ability to work independently with minimal supervision; rotating shift work and deliver results within short notice.