Minimum Experience Required:
5 years in Telecommunication/IT support environment
B.E/BSc/BIT Computer Science,Electrical,Telecommunication
Skills & Tools:
• Demonstrate excellent concepts of customer support and help desk environment.
• Team player. Able to work within the team of people from diverse technical background.
• Excellent communication skills.
• Possess command over area of expertise.
• Ability to delegate work and set priorities.
• Excellent time management skills. Ability to manage time according to set priorities.
Duties & Responsibilities:
• Direct and coordinate a team of technical support specialists/help desk technicians.
• Prioritize support problems as they come in to Help Desk and escalate when necessary.
• Assign problems/tasks to technical support specialists.
• Analyze situations and determine resources needed to solve them.
• Make decisions quickly, often with limited information.
• Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
• Coordinate /communicate well orally and in writing with customers, vendors, management, and co-workers.
• Timely completion of Service Acceptance Certificates.
• Analyze Work Time Registration of employees and plan optimization of resources.
• Keep support contract baselines in check and ensure they are not exceeded.
• Increase support services profit margin on support contracts.
• Take steps to ensure employee retention.
• Responsible for employee competence development.
• Act as first escalation point for support problems.
• Strong analytical and organizational skillls
- Should have worked in and understand 3 Levels of IT/Telecom Support.
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Should have an understanding of Telecommunication Network Elements.
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Able to manage a team of 50+ employees at different locations.
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Communicate/Coordinate with Solution vendor.
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Manage project baselines (Cost,Schedule,Scope)
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Increase project profit margins.
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Take steps to ensure employee retention
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Act as first point of escalation for support problems.
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Analyze Work Time Registration of employees and plan optimization of resources.