IT Internal Support Supervisor.Infrastructure & Operations

Job Purpose

Leading and managing the internal support team in providing full support “Fixing problems-Deployments-Upgrades-Assisting in installation & user of product-Supporting in new systems & solutions testing-Managing & maintaining server (WSUS, MDT, Eagle Eye)” to all client-side related problems as a second line of support. Provided support covers operating systems, applications and SW, HW assessments, etc… & provide support for customers personal devices through We Support Service and provide IT Technical advice for customers Manage and support all client-side related projects, when it comes to new services provided, or new ideas introduced, for client machines located inside main buildings.

Report To Position Name

Support Services and Quality:  Enhance provided end-to-end support services  Maintain SLA and Quality levels for all operational incidents  Ensure proper functionality of remote Machines in terms of SW and HW  Utilize automation technologiesTechnical development and innovation:  Learn and apply new concepts under the category of MDTs, like SCCM, scripting PS, etc…  Empower research and development methodologies  Work on and apply problem management concepts Leading and managing:  Share and play an active role in decision making processes along with developing best team  Build and develop the best team

QUALIFICATIONS_ESSENTIAL

Essential - Bachelor grade in engineering, or computer and information systems, or any related and relevant major. - Excellent knowledge of scripting techniques and automation tools. - Excellent knowledge of Microsoft deployment tools (MDT). - Excellent knowledge of Microsoft system centre configuration manager (SCCM). - Very Good knowledge of virtualization techniques and solutions. - Very Good knowledge of DB concepts. - High ability to troubleshoot and analyse problems. - High ability to communicate and explain technical problems in non-technical context. - Effective leadership and communication skills

QUALIFICATIONS_DESIRABLE

NA

EXPERIENCE_ESSENTIAL

 6-7 years of experience in the technical support field

EXPERIENCE_DESIRABLE

NA

CERTIFICATIONS_ESSENTIAL

Essential - ITIL Foundation Certified. - MCSE 2012 Certified - MCITP/MCTS 2012 Certified Desirable: - Attend PMP course. - Attend “Managing people” course.