TECHNICAL SUPPORT SUPERVISOR

Description

Requirements: * Minimum 3 years of experience in IT, or 1 year as a Technical Supervisor * Education: **Bachelor's degree completed** * Experience managing small- to medium-sized teams * ITIL training/certification (v3 preferred) * MCP certification for Windows Server 2003 or higher Basic Knowledge: * Service desk management, metrics and KPI analysis (FCR, SLA, TMR, etc.) * Technical support experience, including field support (on-site user assistance) * Solid expertise in server and workstation assembly and maintenance * Solid expertise in operating systems, network services, Office suites, network asset configuration, etc. * Ability to analyze and investigate incident root causes, call volume and indicators, and incident logging * Service Level Management and billing to other resolution teams * Experience with one of the following market-standard service desk management tools: Trauma-zero (Cycle), Service Center, Remedy ARS, CA SDM, or compatible * Strong interpersonal skills and excellent communication ability * People management skills, including conflict resolution capability Desirable Knowledge: * HDI certification or education (SCTL or HDM) * Linux * Technical courses in Information Technology Responsibilities: * Manage requests, incidents, and problems with organization and discipline * Participate in root cause analysis and diagnostic resolution during problem management * Administer and support the local domain MS Windows server and internal network * Identify potential issues in user and customer support, determine root causes, and apply appropriate corrective actions