As an IT Customer Support Shift Lead, the candidate should be responsible for managing the delivery of IT Infrastructure services meeting all the SLA's focusing on Customer Experience. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Ensuring smooth operation of technology tools and addressing technical issues promptly and delivering high-quality support to optimize productivity and efficiency.
Roles & Responsibilities:
- Lead the delivery of IT Infrastructure services & ensure all the SLA's are met.
- Manage Incident, Issues and Outage management, Investigation, and restoration.
- Collaborate with cross-functional teams to ensure timely resolution of issues.
- Ensure compliance with IT policies, procedures, and standards are followed.
- Provide technical assistance and support to the leadership team members for tablets, smartphones, network-related and other peripheral devices.
- Diagnose and resolve technical problems promptly, ensuring minimal disruption to the workflow of the leadership team.
- Stay informed about emerging technologies and trends in IT support.
- Proactively identify opportunities to improve processes, systems, and tools to enhance the efficiency of IT support.
- Coordinate with external vendors and service providers for hardware/software procurement, maintenance, and support as needed.
- Conduct training sessions or provide individual guidance to team members on new technologies, software applications, and best practices for IT usage.
- Provide operational support role in a multi-shift 24/7 and should be able to work across various shifts.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Microsoft Windows & Cloud Management.
- Good To Have Skills: Experience with Desktop Transformation, Microsoft 365, and Network Infrastructures.
- Strong understanding of IT Operations and Service Management.
- Strong understanding of ITIL processes and methodologies.
- Strong knowledge of hardware, software, and networking concepts.
- Experience with incident, problem and change management processes.
- Knowledge of IT policies, procedures, and standards.
- Excellent communication and Collaboration skills.
- Proven experience in providing technical support in a corporate environment, preferably supporting executive-level staff.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Familiarity with IT security best practices and data privacy regulations.
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), Cloud, or Cisco Certified Network Associate (CCNA) are a plus.
- Strong problem-solving skills and a customer-centric approach to IT support.
- Proficiency in troubleshooting technical issues and providing timely solutions.
Qualifications:
- Candidate should have a minimum of 6+ years of experience in Microsoft Windows/Cloud Management & 2 years in Team Management.
- The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful IT solutions.
- Work from Office & in multiple Shifts.
