Global Lead

1 day ago


Dubai, United Arab Emirates Guidepoint Global Full time

Global Lead - Tech Support will lead the IT support team supporting all technical matters and provide excellent service to the Guidepoint Team. The Global Lead will drive the Tech Support Team to solve problems efficiently and successfully assist our users to ensure they have a great customer experience. This position will serve as a mentor to the Technical Support Team and lead by example.

**Detailed Description & Requirements**
- Strong Technical & People management skills.
- Strong Technical Writing & Communication skills.
- Experience managing a Global Team providing Technical Support in a 24/7 fast-paced environment.
- Subject Matter Expert in Supporting Enterprise Technology & Productivity Tools.
- Strong technical troubleshooting experience (hardware and software) and ability to solve complex problems through root cause analysis.
- Experience in coaching and leadership by utilizing KPI’s and technical mentoring.
- Ability to collaborate with various Business groups to work together to bring efficient solutions.
- Setting up policies and governance for the Support Team in coordination with other IT Ops Teams.
- Manage and coordinate daily support tasks and other technical administration tasks.
- Manage SLA’s and performance metrics to provide timely
- Manage team performance

**Detailed Skillsets & Knowledge**

OS Management: Working knowledge of Windows Desktop OS (Mac/Linux a plus)
Active Directory, Azure AD
Desktop Management (Intune, SCCM, etc.)

Networking: LAN, WAN, TCP/IP, DHCP, DNS
Audio/Video: Teams Compatible Conference Room Equipment, etc.
Security: Desktop Security
Knowledgeable in Spy/Malware/Virus vulnerabilities
Spam filtering solutions
Messaging: MS Exchange, Outlook, and Teams
Hardware: Dell Desktops, Printers/Copiers/Fax
Telecommunication: Knowledgeable with VOIP, Voice calling, Desk phones, etc.

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