IT Technical Support Shift Lead

Shift Lead

The primary responsibility of IT Technical Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remain operational. This is done through proactively identifying, investigating, and resolving more complex technical incidents and problems and restoring service to clients by managing these incidents are managed to resolution.Key Roles and Responsibilities: Focus on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers. Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensure that the software is installed and configured in line with business requirements. Proactively identify problems, events, incidents, and errors prior to or when they occur. Foster good relationships with all stakeholders including vendors, carriers, and colleagues. Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management. Ensure the efficient and comprehensive resolution of incidents, problems, events, and requests. Report and escalate complex issues to 3rd party vendors. Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by NTT Limited procedures. Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required. Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements. Update incidents, requests, problems, and/or events with progress and resolution details. Knowledge, Skills, and Attributes: The ability to communicate well and to capture all pertinent details when required will contribute to their success Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships Excellent client service orientation and passion for achieving or exceeding expectations Excellent written and verbal communication skills Ability to plan activities and projects well in advance, and takes into account possible changing circumstances Ability to work well in a pressurized environment Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting Ability to adapt to changing circumstances Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey Academic Qualifications and Certifications: Bachelor’s degree or relevant qualification in IT/Computing, or equivalent Relevant IT certifications Required Experience: Demonstrated experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization Demonstrated experience in working closely with a variety of internal and external stakeholders at different levels in the business