Dedicated Deskside Support Engineer Team Lead

Position Name:Dedicated Deskside Support Engineer Team Lead

Description:

• Understand technology requirements of the customer
• Provide on-site technical support for end user’s computer systems – both software and hardware
• Physically set up computers and software system installation
• Record and manage all incidents and requests in an ticket-tracking system
• Ensure timely resolution of issues by acquiring necessary information to best measure impact to the customer
• Proactively inform management of trends, significant problems and expected delays
• Provide other IT-related support as required by the business
• Test applications as required by the business before rollout.

Responsibilities:

• Supervise delegation of work/tasks within the team
• Monitoring all channels of work requests (Phone, email, tickets, in person, etc)
• Act as point of contact when the customer would like to provide direction on specific tasks
• Assist in enforcing team KPIs
• Assist in creating team specific processes, policy and workflows
• Enforce business specific customized support services (created at the request of the customer)
• Disseminate to team members all new information regarding additions/changes to services as requested by the customer
• Mentor and train new team members on domain specific knowledge/ technologies / team processes
• Assist is arranging team shifts for full service hour coverage.

Qualifications:

• Experience in delivering Superior Customer Service experience preferably with the trading floor/banking support of investment banks including real-time market data support is an advantage
• Good Working knowledge and IT experience supporting Microsoft Windows, Desktop Administration, Microsoft Office Suite
• Solid understanding of Intel based PC hardware/peripherals
• Strong verbal, written, listening communication experience
• Japanese: Advanced
• English: Advanced – reading, writing and listening

Skills

• Ability to make sound decisions following approved procedures in a fast paced environment
• Ability to effectively manage multiple tasks occurring simultaneously
• Ability to work independently with little supervision

Company Description

The Company is a global leader in digital transformation with 110,000 employees and annual revenue of € 12 billion. European number one in Cybersecurity, Cloud, and High-Performance Computing, the Group provides tailored end-to-end solutions for all industries in 73 countries. Pioneer in decarbonization services and products, Companyis committed to a secure and decarbonized digital for its clients.