Job ID: 7547
We are searching for a self-motivated, energetic; solutions focused individual to be accountable for leading our Help Desk Team. You will possess the ability to motivate the team to resolve customer issues within Service Level Agreements, and exceed customers expectations. You will also be responsible for troubleshooting business customer's technical issues, be an escalation point for level 1, and escalate to Level 3 as required. This dynamic role is full of variety and would suit an individual that has extensive leadership and help desk experience, with a proven track record of creating high performing teams.
Lead the team to create a high performing team that is customer focused.
Regularly review the Key Performance Indicators (KPIs) to ensure they are driving the required behaviours and outcomes.
Produce the team reports to track how the team is performing.
Coaching and leading the team to uplift and grow their skills.
Lead activities to improve processes and procedures and create a culture of continues improvement.
Overseeing all Technical tickets
Accountable for trouble shooting network outages and applying corrective actions.
Point of escalation for Level 1 issues and following them through until the issue is resolved. This may require forwarding to NOC/Engineering team for deeper investigation
The first point of contact for business issues.
Technical contact for resolving and responding to TIO issues.
Liaising with customers/vendors to implement and restore services.
Maintaining the support Knowledge bases.
Bachelors degree in IT /Computer Science or related field
A minimum of 3 years leading and coaching teams.
More than 3-year experience in a similar role within an ISP dealing with business and residential customers.
In depth understanding of telecommunications technologies (e.g. you would have worked with DSL/NBN or other broadband technologies)
In depth understanding of VoIP service
Understanding of Email & Hosting service
Able to perform advanced router configuration, including NAT, Firewall, VPN, etc.
Pro-active and solutions focused
Strong attention to detail and organizational skills
Ability to meet or exceed agreed targets and KPI's.
Interested in learning new technologies
A self-starter with a Can Do attitude
Worked with a reputable ticketing system and understands how to categorize and manage ticket tracking.
Intermediate Excel skills
Good troubleshooting and problem analyse skill.
Strong written and verbal communication skills
Amenable to work on Day Shift schedule
MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.
Cultures and Values
We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.