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Technical Support Team Lead

1 month ago

dubai, United Arab Emirates D42 Group Full time
D42 is a leading FMCG powerhouse which operates in the end-to-end supply chain for the agricultural and food production industries. We are a multi-billion US dollar enterprise which is undergoing significant growth and expansion and as a result, is reinforcing its business operations on a global scale.Role SummaryThe Technical Support Team Lead is a hands-on senior IT technician position. A job is a 50/50 mix of an overseeing the of International technical support team daily operations and providing support to senior company management. This position is about to deliver exceptional support to customer. Team lead is expected to manage the team’s load, control and uphold support Service Level Agreements, provide team’s reports, handle escalations, help with ad hoc projects and training, and lead the team by example.ResponsibilitiesSupervising and Coaching: You’ll support, coach, develop, and supervise a team of technical support associates. This involves addressing any issues that arise during daily routine.Team Management: You’ll manage the assigned team of Support Engineers, ensuring their productivity and performance align with organizational goals. Motivating team members and fostering engagement are key aspects of your role.Setting Targets: Set and monitor targets for support staff, focusing on improving performance and knowledge. Creating and ensuring that Service Level Agreements (SLAs) are met.Internal Training: you will introduce and maintain effective ITIL processes for Incident, Problem, Change, and Service Improvement. Internal training initiatives will also fall under your purview.Release Management: Manage the post-validation of releases and changes to the production environment.Effective Ticket Management: Ensure that ticket queues are managed effectively, providing timely responses and resolutions to clients.Service Improvements: Drive service improvements within the technical support team. Implement best practices for incident management, including escalation and communication to merchants.Incident Tracking and Prioritizing: Track and prioritize incidents, prioritize workload based on response time SLAs.Metrics and Retention Goals: Manage team metrics and retention goals, fostering a positive work environment.Senior Management Support: Troubleshoot and resolve senior management staff OS and workplace issues locally and via remote access tools. Receive support requests, diagnose the problems and work on the issue resolution to ensure smooth operations.L2 technical support tasks: Resolve support and maintenance request requiring advanced technical and troubleshooting skills, including but not limited to:Installation, maintenance, and troubleshooting of local networks.Support tasks automation using PowerShell scripts.Creating documentation and prescriptive guidance for technical support associates.QualificationsBachelor’s degree in Computer Science, Information Technology, or related field.Certifications is advantageous: ITIL, MicrosoftExperience: minimum 7 years’ experience in IT support/administration, minimum 3 years’ experience holding a team lead/manager position.Technical Skills:Proven knowledge of Microsoft 365 services and features, such as Exchange Online, SharePoint Online, Teams, OneDrive, Power Platform, Entra, and Microsoft Endpoint Manager.Proven knowledge of PowerShell Scripting including ability to develop and debug scripts related to user management, reporting, and automation within the Microsoft 365 environment.Proven knowledge of Microsoft Security solutions (Microsoft Defender for Endpoint, Microsoft Defender for Identity, Microsoft Defender for Cloud Apps, Microsoft Defender for Office, etc.).Proven knowledge of Microsoft Azure solutions and experience with building redundant highly available solutions using Azure servicesUnderstanding of Zero Trust Security ApproachExcellent English is a mustskills:collaboration skills, and the confidence to communicate with a senior management on a job related topics.to resolve issues and deliver workable solutions within established deadlines.Communication and teamwork skills, flexible timing, problem solving and customer services skills, leadership, multitasking, responsibility, stress resistance, punctuality, result orientation, independence.If you’re passionate about shaping the future of collaboration and productivity through Microsoft solutions, we’d love to hear from you Apply now and be part of our IT team.
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