The Technical Support Supervisor is responsible for ensuring that the end users are receiving the appropriate technical assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination with other technical functions. The Technical Support Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. Responsibilities also include updating the content of the company’s web site and home delivery application as well as make sure that the data is up to date and that visitors have the best experience in the company’s communication platforms. The Technical Support Supervisor is also responsible for installation, maintenance and upgrades of the organization's technology systems.
Responsibilities
· Supervise information technology support staff
· Develop, update and maintain the job descriptions of all functions in the department
· Develop, update and maintain the policies and procedures manual for the department
· Assist with computer equipment and software purchasing and installation
· Maintain networks and connectivity for end users
· Upgrade, maintain and repair a company’s computer systems, including databases, mainframe systems, data communication networks and software programs
· Hire, train and evaluate the IT staff, assign tasks and arrange project schedules
· Perform assessments on company systems on a periodic manner to ensure proper operations and to identify any issues that need to be addressed
· Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
· Collaborate with other departments to identify and/or procure desk top software for internal staff and external clients
· Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts
· Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
· Manage the processing of incoming calls via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
· Design and enforce request handling and escalation policies and procedures
· Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
· Monitor and test fixes to ensure problems have been adequately resolved
· Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
· Track and analyze trends in help desk requests and generate statistical reports
· Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
· Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
Ensure all users benefit from effective technology and efficient Internet access, and continually assess needs and requirements
Organize support, troubleshooting, and repair for IT equipment and networks
Monitor online security for users and networks and take appropriate steps to address security breaches if necessary
Establish relationships with technology and component vendors
Develop, manage and monitor departmental budget and tracks spending on equipment and staff
Develop and maintain emergency plans to address equipment, power, or security failure to ensure preservation of technology and data
Has a thorough understanding of available technology and researches to learn about innovative solutions and new releases
Attend and present the company at trade shows and technology showcases to remains up-to-date regarding new developments
Determine system reload and backup procedures for database and critical applications
Prepare different reports when and wherever required
Monitor and maintain mainframe systems
Coordinate local and remote network equipment testing
Equipment repair, repair for remedy failures, cable replacement and repair, replacement of information technology components
Prepare and install network software
Diagnose and resolve problems with malfunctioning components
Maintain data communication networks
Update and main the company’s website and ensure that the data is up to date
Update and maintain the company’s online ordering application and resolve any related issues
A good understanding of mobile applications
A good understanding of data analytics platforms from Google, Apple and Android
Requirements
Job Details
| Posted Date: | 2018-10-07 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Information Technology |
| Company Industry: | FMCG |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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