A leading provider of leading-edge technology, communications and data storage, cyber security, and innovative IIOT solutions.The RoleYou Will Be Responsible ForManaging and leading a team of Technical Support EngineersEnsuring the team provides timely and effective support to clientsDeveloping and implementing support strategies and processes to optimize customer satisfactionCollaborating with other departments to enhance support systems and proceduresMonitoring and analyzing support metrics, identifying areas for improvement, and implementing corrective actionsProviding guidance, training, and mentorship to ensure high-quality service deliveryHandling escalated customer issues and providing resolutionsStaying up-to-date with the latest industry trends and technologiesPreparing and presenting reports on support team performance and customer satisfactionIdeal ProfileBachelor's degree in Computer Science, B.Tech Engineering, or a related fieldProven experience in a technical support management role (minimum 4 years)Good understanding of Networking and experience in Wireless Technology will be advantageousKnowledge of PLC programming and SCADA development will be advantageousCCNA (Cisco Certified) will be advantageousCompTIA: A+, N+, S+Relevant Management certification may be requiredStrong technical background and understanding of IT systemsExcellent leadership and people management skillsAbility to deliver presentations to various audiences including colleagues, customers, and industry expertsCustomer-focused mindset with strong problem-solving skillsExcellent communication and interpersonal skillsAbility to work well in a fast-paced, team-oriented environmentExperience with support ticketing systems and Customer Relationship Management (CRM) toolsExcellent organizational skills, ability to communicate clearly, and strong problem resolution skillsTravel as business requirements dictate at management discretionIntegrity, Mutual Respect, Customer Focus, Execution.Strong conceptual abilitiesCreativity and project management skillsTechnical Account Management skillsAbility to take initiative by suggesting, managing and/or implementing special projects to improve the level of support offered by the entire Technical Support DivisionAbility to act as a positive role model for others in their department and divisionAbility to diplomatically handle issues with customers by working within and across departments and divisions.Ability to anticipate needs (e.g. training or documentation) within their department or the Technical Support Division as a whole and take action to meet those needsAbility to provide guidance and input to others on how to handle escalations. Can manage expectations at all levels of business. Manages multiple escalations simultaneously.What's on Offer?
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