GTS Site Support Lead
GTS Site Support Lead
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Job Description
Primary Responsibilities:
Manage and support endpoint devices (Laptop desktop mobile devices printers thin clients) throughout their lifecycle; including provisioning refresh asset management and decommission
Adhere and promote IT policies and standards
Provide smarthand support at the site including oncall (per rotation schedule)
Follow ITIL (Information Technology Infrastructure Library) processes such as change incident and problem management
Comply to and carry out SOX controls
Take ownership of reported issues and seeing issue tickets through to resolution
Research diagnose troubleshoot and identify solutions to resolve issues
Follow standard procedures
Provide prompt and accurate feedback to customers
Ask customers targeted questions to quickly understand the root of the problem
Ensure all issues are properly logged
Warm handoff of tickets to other support groups
Perform other duties as assigned
Team lead tasks and responsibilities:
Delegate tasks and set clear expectations
Understand basic function and operation of the business unit and its role in the enterprise
Oversee daytoday operation and management of GTS Specialists
Participate in the hiring process for all GTS Specialists
Deliver feedback in realtime to direct reports
Deliver disciplinary action up to and including terminations to direct reports
Have regular meetings with team
Have regular checkin sessions with GTS Specialists including GPS reviews
Attempts to participate in OnCall support rotation shift
Qualifications :
Qualifications:
Bachelors degree preferably in Computer Science Engineering or related fields
68 years related experience in field assigned
Understanding and experience with information systems environments and systems; understanding of applicable computer systems such as Microsoft Office Lotus Notes and function specific software
Basic understanding of ICT (information & communication technology) infrastructure
Good verbal data entry and written skills; communicative in speaking and writing in local language and English
Ability to work in teams as well as independently
Ability to collaborate with crossfunctional groups to define and complete overall requirements
Strong communication training customer service and organizational skills
Skilled in anticipating user requirements and skilled in identifying and resolving complex problems with minimal supervision
Additional Information :
All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
