Role Summary:

The IT Infrastructure (Support) Supervisor is responsible for overseeing a team of IT support technicians who provide technical support to end-users. Also, to ensure that all IT issues are resolved in a timely and efficient manner and develop/implement IT policies and procedures to improve overall system performance.

Main Responsibilities:

• Develops and implements procedures to maintain high-quality, efficient operations for the technical support staff.
• Identifies opportunities to improve service procedures and makes appropriate recommendations.
• Reviews daily service status reports to ensure timely service and follow-up; analyses technical problems and determines corrective actions.
• Trains and educates the technical support staff on products and processes.
• Acts as the technical support team’s first line of support for technical and process issues.
• Works on advanced training, deployments, installations, and process systems projects.
• Provide technical support to end-users through email, phone, and in-person channels.
• Diagnose and resolve technical issues related to hardware, software, and networks.
• Install, configure, and maintain hardware, software, and operating systems.
• Maintain and troubleshoot network infrastructure, including switches, routers, firewalls, and wireless access points.
• Monitor system performance and provide proactive maintenance.
• Track and maintain inventory of corporate hardware and peripherals.
• Ensure that client SLAs are met on a daily and monthly basis.
• Project management experience.
• Business-level fluency in English is required.

Required Qualifications:

• Minimum bachelor’s degree in Information Technology or Information Systems. 
• CCNA, A+, ITIL
• +5 years of experience.

Core Competency:

Dependability:

• Self-driven and takes action proactively.
• Pursues goals with persistence and stamina, works on tasks thoroughly, ensuring accuracy and meeting standards.
• Maintains high levels of quality and effectiveness of work outputs and achieves outstanding results.

Collaboration: 

• Collaborates constructively with people at all levels across the organization.
• Helps colleagues, always be available to the team, and delivers on team commitments.
• Trusts the guidance and direction of colleagues and senior members of the team.

Analytical Thinking:

• Examines, evaluates, and analyses different types of information objectively. 
• Spots trends and patterns, establishes key facts clearly and interprets numerical data effectively.
• Provides insights and identifies ways to improve things. Trusts intuition about which methods will work best.

Effective Communication:

• Listens attentively and seeks to understand before being understood.
• Explains things clearly and articulates and presents information effectively and confidently.
• Challenges ideas effectively and presents persuasive arguments by presenting a strong case.

FunctionalCompetency:

Trouble Shooting/Technical Support 

Resolves IT issues by diagnosing problems, determining possible resolutions, and implementing effective solutions in a timely manner. This includes supporting end users with SAFE technology solutions (Guard management system, building management system, etc.). . 

Project Management 

Demonstrates the discipline of planning, organizing, and managing resources and activities to achieve specified outcomes within a clearly defined timeframe and according to standards.

ITIL 

Implementation and support of processes and practices for managing IT infrastructure, development, and operations using the concepts and techniques of the Information Technology Infrastructure Library

IT Service Management 

Development, implementation, and management of business-aligned IT services. Service Level Management.