Hello Jobseeker
Please go through the below JD role is for Technical Support Team Lead role
Please call HR Meghana - 9502579523 or mail Your CV to [Confidential Information]
Beset CTC in the market for top MNC candidate who has excellent communication skills required
Position: IOC Supervisor.
Full time position.
Experience: 4+ Years.
Location: Hyderabad.
Please find the job description below.
Technical Support Representative Supervisor.
POSTION SUMMARY:
The Technical Support Representative Supervisor role is the Single Point of Contact (SPOC)
for the IT support team.
Leading the TSRs that work in a fast-paced environment, and respond to incoming phone
calls, chat support, monitoring alerts, and customer submitted tickets within defined Service
Level Agreements (SLA).
ESSENTIAL FUNCTIONS:
Supervising the team and assisting them with queries / help needed for their calls.
Keeping manager informed on the status of the tickets and providing reports.
Ability to talk-troubleshoot and type at the same time (solid documentation skills).
Showing proper urgency for customer issues.
Resolution of level one issues - Following knowledge base articles and procedures.
Identifying recurring issues.
Investigation of automated system alerts.
Troubleshooting and problem solving skills put to use daily.
Team Focus:
Person should desire to remain on the forefront of industry practices and technologies.
Takes personal responsibility for meeting commitments.
Takes personal responsibility for team and in achieving goals as set by manager.
Ability to work quickly and accurately.
Motivated, wants to help people and desires to use new and creative ideas.
Eager to acquire new knowledge.
Responsible for meeting Technical Support Representative Scorecard Goals.
Qualifications:
Understanding of the basics of Active Directory, Microsoft Server OS.
Comprehension of network basics, such as TCP/IP, Ping, Trace Route.
1+ Years of Lead experience with technical support or IT desk side support.
Solid troubleshooting skills.
Fluent in English.
Ability to work in cross-functional teams.
Excellent oral and written communication skills.
Available for multiple shifts, including afternoons and/or overnights.
CompTIA+, Network+, or Security+ a bonus, but not required. 
