Supervisor - Onsite Technical Support
What you can expect :
An exciting role for an individual to provide support to colleagues across multiple lines of business by assisting with the installation and operation of colleague’s workstations, business applications, and related equipments.
Acts as a senior technical lead within the Onsite Technical Support team, providing 2nd and 3rd level support to both business and technology colleagues across multiple lines of business.
Ensures support is provided to all colleagues in accordance with agreed SLAs. Improves the colleague experience through continual service improvement initiatives.
Provides support (remote and in-person) across multiple locations, including offices and colleagues homes.
Works independently on daily tasks overseeing multiple locations.
What's in it for you :
Benefits - Meal tickets, Private Medical Insurance, Life Insurance, Personal Travel Insurance
Responsibilities : Technical support :
Technical support :
Ensures the installation, training, maintenance, troubleshooting and repair of all OpCo desktop hardware and software technology is completed by the team according to SLAs.
Provides assistance in the setup and operation of audio-visual hardware; as required, by end user.
Determines appropriate hardware and software; based on corporate policy and end user requirements.
Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
Escalates incidents, and questions to appropriate support groups.
Provides assistance disconnecting, moving and reconnecting desktop technology hardware; for single user, multi-user and office moves.
Provides assistance with the administration and, maintenance of Technology Infrastructure components and Telephony Systems.
Manages Field Support operations through internal staff and external vendor support groups, within assigned office(s).
Manages support for all Office Infrastructure technologies across all tiers, within agreed timeframes or SLAs.
Ensures Infrastructure Systems are maintained in accordance with service owner guidelines, and are in compliance with Business Continuity agreements.
Contributes to improvements and enhancements of processes / procedures.
Gains additional knowledge; stays abreast of current technologies through employee / company sponsored training, periodicals, and regular interaction with other team members.
Team Meetings & Training
Ensures staff follows operational guidelines, principles, and processes; as described by Senior Management.
Conducts periodic reviews to ensure compliance with; regulatory guidelines, IT and Operating Company policies, best practices within IT and IT industry standards.
Follows up on quarterly meetings and shares results with MTM / RTM.
Participates in local office leadership meetings as appropriate.
Provides expert advice and consultation to colleagues.
Provides coaching and mentoring to subordinates.
Performs staff performance and salary reviews.
Provides input for budgeting, improving processes and maintaining standards.
Manages activities of outsourced staff (as applicable) and follows up on service issues.
Supports team’s abilities and functions through positive customer relations.
Works with HR managers and senior staff; to document / remediate performance issues with staff, and takes appropriate follow-up actions.
Uses Corporate Incident Management System to record and track all support work.
Maintains accurate hardware and software records for corporate assets.
Performs time tracking tasks, as required.
Assists with the procurement of hardware and software.
What you need to have?
Degree in a technology related discipline OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline.
Minimum of 5 years related work experience, in a technical 2nd or 3rd level support role.
Very strong knowledge of desktop operating systems and software and application packaging processes.
Microsoft or other certifications (i.e. MSCDT, MCP, MCSE), ITIL, A+
Knowledge of scripting for Microsoft based systems, including Active Directory and MS Desktop products.
Superior analytical and problem solving skills
Ability to independently plan, organize and prioritize one's own or a small team's activities.
Demonstrated ability to provide training for both business and technology colleagues.
Fluent in English