Team Leader of Support Team
Gdańsk Team Leader of Support Team
Gdańsk
NR REF.: 1111787
Your new company
On behalf of our Client, a US company that delivers complete hybrid IT solutions, from cloud to mainframe, tailored to each client’s journey, we are looking for Candidates for the position of Shift Team Leader.
Your new role
You’ll be part of a 2nd Line support team, working shifts based on 6am to 6pm, managing a shift team including a Second line engineer, First line engineer and Service Desk analyst.You'll be supporting the mission critical infrastructure of Our clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes.Shift Team Leader is responsible for maintaining and enhancing the service we deliver to our clients by effectively: managing all tickets logged in the queue, manage client communications in line with client support related processes, proactively reviewing high level problem management, reducing the number of repeat issues through route cause analysis, team coordination to prioritise tickets needing prompt investigation, longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path,your day-to-day role will expose you to a diverse mix of people, client solutions and multiple vendor technologies including the very latest Cloud technologies.
What you'll need to succeed
To be successful in this role you should to have good problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable, a‘client centric’ approach, excellent demonstrable English written and verbal communication skills, able to communicate in groups with confidence and conviction, ability to multi-task and work well under pressure, good team working skills are essential, ability to document processes and procedures in a clear, concise and logical manner, exceptional customer service skills, ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE), ITIL certification desirable. Knowledge about server and network infrastructure architecture, good experience and hands-on troubleshooting of Microsoft Windows Server and server features/roles.,good knowledge and understanding of internet/e-commerce technology and its importance to organisations,an understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking, additional preferred knowledge: VMware ESX, VSphere, ITIL, SQL Server, Microsoft IIS, Active Directory.
What you'll get in return
Our Client offers stable work conditions, opportunity to participate in ambitious IT projects, friendly, international atmosphere and opportunities for professional development. Benefits package and trainings are also included.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Gdańsk
NR REF.: 1111787
Your new company
On behalf of our Client, a US company that delivers complete hybrid IT solutions, from cloud to mainframe, tailored to each client’s journey, we are looking for Candidates for the position of Shift Team Leader.
Your new role
You’ll be part of a 2nd Line support team, working shifts based on 6am to 6pm, managing a shift team including a Second line engineer, First line engineer and Service Desk analyst.You'll be supporting the mission critical infrastructure of Our clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes.Shift Team Leader is responsible for maintaining and enhancing the service we deliver to our clients by effectively: managing all tickets logged in the queue, manage client communications in line with client support related processes, proactively reviewing high level problem management, reducing the number of repeat issues through route cause analysis, team coordination to prioritise tickets needing prompt investigation, longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path,your day-to-day role will expose you to a diverse mix of people, client solutions and multiple vendor technologies including the very latest Cloud technologies.
What you'll need to succeed
To be successful in this role you should to have good problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable, a‘client centric’ approach, excellent demonstrable English written and verbal communication skills, able to communicate in groups with confidence and conviction, ability to multi-task and work well under pressure, good team working skills are essential, ability to document processes and procedures in a clear, concise and logical manner, exceptional customer service skills, ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE), ITIL certification desirable. Knowledge about server and network infrastructure architecture, good experience and hands-on troubleshooting of Microsoft Windows Server and server features/roles.,good knowledge and understanding of internet/e-commerce technology and its importance to organisations,an understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking, additional preferred knowledge: VMware ESX, VSphere, ITIL, SQL Server, Microsoft IIS, Active Directory.
What you'll get in return
Our Client offers stable work conditions, opportunity to participate in ambitious IT projects, friendly, international atmosphere and opportunities for professional development. Benefits package and trainings are also included.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
