IT Technical Support Lead
- Lead and manage a team of technical support specialists (Service Desk & Desk Side).
- Front-line point of escalation for immediate service needs or issues.
- Dealing with difficult customers on the phone (e.g. irate customer).
- Assists technicians with difficult ticket issue (technical, procedural, etc.).
- Provides a resource for weekday/end support escalation of incidents (rotation schedule as needed, as defined by management).
- Ticket Queue Management
- Monitors P1 Outage Queues (phone and tickets).
- Assigns Urgent Tickets.
- Assigns aged open-idle tickets (same working day).
- Alters ticket priority as necessary.
- Monitors assigned tickets in individual queues.
- Provides follow-up for tickets that were closed improperly (e.g. feedback emails, wiki updated and technician training).
- Serves as an escalation point for critical tickets (user requested escalation).
- Phone Queue Management
- Monitors Technician on- ready/off ready phone status.
- Ensures critical and high priority calls are answered.
- Serves as contact for any Service Desk technical phone issues (triage resolution of Service Desk phone outages, technician queue changes, ivr, dropped calls, etc…).
- - Wiki Maintenance (Knowledge Base)
- Owns “Dispatch Guide”.
- Creates Wiki pages.
- Reviews and updates pages as needed.
- Service Desk Reporting
- Provide daily reports.
- Provide ad-hoc reports (on an as needed basis).
- Outage Management
- Coordinates with Service Desk and Desk Side teams to gather outage information.
- Ensures Outage Notification is sent with correct information.
- Acts as POC for Service Desk and Desk Side responsibilities during the outage.
- Ensures outage updates are sent in a timely manner.
- Ensures any requests for contact or updates are acted upon.
- Ensures service restoration is verified.
- Provides valuable technical and organization knowledge.
- New Employee Onboarding
- Acts as a mentor for new employees/interns.
- Responsible for the requesting of all new accounts and accesses.
- Coordinates trainings according to the Technician Development Plan.
- Technician Responsibilities (As Needed)
- Handles critical and high priority tickets.
- Handles critical and high priority calls.
- Bachelor’s Degree in Computer Science or similar field.
- Excellent written and spoken English and Arabic.
- A minimum of 6 years of experience in the IT field and at least 3 years of Help Desk/Customer Service experience are required.
- Hardware & Software troubleshooting experience is required.
- Prior experience on enterprise systems required Knowledge of cloud security principles and best practices is a plus.
- Excellent command in all Microsoft Office applications.
- Experience in ERP system, SAP is preferred.
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Pharmaceutical Manufacturing
Referrals increase your chances of interviewing at MigrationIT by 2x
See who you knowGet notified about new Information Technology Technical Lead jobs in Cairo, NY.
Sign in to create job alertSimilar jobs
People also viewed
-
Manager, IT Support (New York City, on-site)
Manager, IT Support (New York City, on-site)
-
Assistant Director IT – Network and Telephony
Assistant Director IT – Network and Telephony
-
IT Manager
IT Manager
-
Director of IT Operations
Director of IT Operations
-
Dir, IT Bus Sys
Dir, IT Bus Sys
-
ERP Technical Manager
ERP Technical Manager
-
IT Applications Lead (Workforce Management )
IT Applications Lead (Workforce Management )
-
Director, IT
Director, IT
-
IT Systems Manager
IT Systems Manager
-
Sr. IT Manager, On-Prem Infrastructure
Sr. IT Manager, On-Prem Infrastructure
Looking for a job?
Visit the Career Advice Hub to see tips on interviewing and resume writing.
View Career Advice Hub