IOC Supervisor

Position: IOC Supervisor.

Full time position.

Experience: 4+ Years.

Location: Hyderabad.

Please find the job description below.

Technical Support Representative – Supervisor.

POSTION SUMMARY:

The Technical Support Representative Supervisor role is the Single Point of Contact (SPOC) for the IT support team.

Leading the TSRs that work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).

ESSENTIAL FUNCTIONS:

•          Supervising the team and assisting them with queries / help needed for their calls.

•          Keeping manager informed on the status of the tickets and providing reports.

•          Ability to talk-troubleshoot and type at the same time (solid documentation skills).

•          Showing proper urgency for customer issues.

•          Resolution of level one issues - Following knowledge base articles and procedures.

•          Identifying recurring issues.

•          Investigation of automated system alerts.

•          Troubleshooting and problem solving skills put to use daily.

Team Focus:

•          Person should desire to remain on the forefront of industry practices and technologies.

•          Takes personal responsibility for meeting commitments.

•          Takes personal responsibility for team and in achieving goals as set by manager.

•          Ability to work quickly and accurately.

•          Motivated, wants to help people and desires to use new and creative ideas.

•          Eager to acquire new knowledge.

•          Responsible for meeting Technical Support Representative Scorecard Goals.

Qualifications:

•          Understanding of the basics of Active Directory, Microsoft Server OS.

•          Comprehension of network basics, such as TCP/IP, Ping, Trace Route.

•          1+ Years of Lead experience with technical support or IT desk side support.

•          Solid troubleshooting skills.

•          Fluent in English.

•          Ability to work in cross-functional teams.

•          Excellent oral and written communication skills.

•          Available for multiple shifts, including afternoons and/or overnights.

•          CompTIA+, Network+, or Security+ a bonus, but not required.