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Job Description
- Leading and monitoring the resolution of the Team.
- Conduct the upgrade plans and Follow up maintenance contract periods.
- Keep the sector manager up to date with daily work resolution and the whole Implementation and support processes through agreed reporting templates within the timeframe.
- Improve documentation of support policies and procedures.
- Provided technical support training to other team members.
- Provide the assignment of resources to the projects sector and helpdesk sector.
- On-site travel to provide expertise and care to key customers.
- Open new ideas and approaches and sharing information willingly to develop staff.
- Perform company software research, testing, and recommendations.
- Effective follow up to the documentation of the cases clearly and concisely with actionable steps taken in the Tickets system following established procedures.
- Follow through with customers whose issues are not closed to Identify solutions to work around open issues/problems that are under investigation or pending resolution to the assigned tickets.
- Follow up products testing process to meet deadlines of testing plans.
- Work hand-in-hand with the department managers to plan services delivery strategy.
- Perform other/additional duties and projects that may be periodically assigned.
- Maintain a senior level of expertise in industry-leading information Management technologies.
- Contribute to business area assessment, the user needs analysis, and business systems design.
- Conduct periodic meetings with the project team to confirm the information transferred to the customer.
- Manage own work performance to meet the goals and objectives outlined in the individual performance plans.
Job Requirements
- Years of experience: Minimum 6 years of experience.
- Education: Educated to a degree level in a computer-related system, with a demonstrated strong computer background and technical ability.
- Preferably Leadership and Communication Skills Courses.
- Fluent English commands and language skills.
- Strong knowledge of current technologies and Microsoft SQL technologies.
- Excellent communications and public relations abilities.
- Skilled at managing multiple priorities.
- A good understanding of product business know-how would be an advantage although full training will be provided.
- A flexible and adaptable approach to customer needs is a good trait for a team leader.
- Excellent organizational skills. .
- Be able to work under pressure to meet deadlines, the ability to prioritize ensuring that all tasks are completed to the relevant business processes.