TJ 395783 - L3 SUPPORT ENGINEER

SUMMARY:
L3 SUPPORT ENGINEER

POSITION INFO:

Employer Description

Our client is a Co-Managed IT Services and Fully Outsourced IT Management, Consulting and Support for SMEs with offices in the United Kingdom, Ireland and South Africa.

Job Description

 

• Responsible for leading and managing a team of skilled service desk engineers to deliver an unrivalled customer experience
• Interaction with clients and the resolution of incidents and service requests.
• Responsible for handling escalations, problem management and for managing  entire team, including scheduling, leave management, ticket assignment and prioritization
• Ensuring the team is constantly up skilled

 

Skills

 

• Minimum 3 year''s experience
• Set an example by maintaining KPI and performance benchmarks with regards to incidents.
• Ensures that problems and solutions are properly recorded and documented and accurately determines priorities in the handling of incoming incidents in accordance with the SOP.
• Coaches and supports SD engineers, assesses and records their performance Manages team on the basis of KPIs and observed problem areas.
• Recommend and supervise various personnel actions including, but not limited to, hiring, work assignments, shift assignments, promotions, determining workload, delegating assignments, training, monitoring, evaluating performance and initiating corrective or disciplinary actions.
• Manage and approve leave, travel, and expense claims for team members.
• Day-to-day management of the Service Desk team
• Ensure that workstation billing information is accurate Manage team
• Provide an excellent example of customer service
• Mentor SD engineers, helping them to achieve them personal and professional goals.
• Manage activities of all of the engineers
• Manage the workflow of all service requests.

Benefits

• ND Information Technology/System support or similar
• Security Certifications

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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