Manage the on-call scheduling for the Europe support team
Keep the European TSS manager informed of ongoing team issues
Provide training to team members to ensure they are prepared to provide 2nd level support during incidents
Ensure all TSS tickets are closed according to the standing KPIs
Acts as an escalation point for the on call and provides guidance as required
Carry out work and implement standards as established by the System and Network Engineering Teams in regard to planning and supporting the plants in the areas of Desktop, WAN, LAN , Servers, and Disaster Recovery
Provide second level diagnostic support along with the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers
Provides onsite support for new site launches
Provides onsite support for server / network refreshes
Qualifications And Skills
A combination of equivalent professional training and certifications combined with a minimum of three years related work experience in a position(s) with increasing responsibility and supervisory duties
Highly familiar with IT Hardware, operating systems, identity access management and IT security gateways and protocols
Have awareness of infrastructure technologies; Azure, Virtualisation, Office 365, Windows Server, Active Directory, Web Forwarding Proxying
Highly organised and able to set priorities. Requires the ability to manage multiple, complex projects and engage team members on a technical level
Ability to deliver projects on time on budget
Soft skills include relationship and team building, conflict resolution, mentoring, and ability to communicate effectively to other teams, peers, and other organizations
Requires strong problem-solving skills, good judgment, and risk management to mitigate business risk
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