TECHNICAL SUPPORT TEAM LEAD WORK SCHEDULE: Shifting schedule (5 day working schedule, 2 days off) Weekends off are not guaranteed due to the nature of the business EDUCATION: · Bachelor's/College Degree, Computer Science/Information Technology or equivalent. · Bachelors Degree is a mandatory requirement. MIN. NO. OF YEARS IN WORK EXPERIENCE: · Minimum 3 years experience specializing in managing Technical Support or equivalent. · Minimum 5 years experience with Hardware/Software troubleshooting especially on Microsoft Products · Candidate shall have deeper understanding on Desktop Engineering, tools, and methodologies · Tools for Endpoint Management and Configuration, prefer to have basic understanding or at least experience in SCCM, MECM. CERTIFICATION: · CCNA and/or MCP · ITIL Service Delivery qualification is highly appreciated. KNOWLEDGE AND SKILLS: · Have deep knowledge about desktop OS (windows and mac). Understand how GPO, Security setting. · Minimum 3 years working experiences for rollout minimum 200 desktop on enterprise setup · Have working knowledge network and server work. · Excellent communication and interpersonal skills, both written and verbal · Ticketing systems · CCTV and door access · PC and Laptop troubleshooting · A strong customer service focus * Highlighted items are non-negotiable requirements QUALITIES: · Encourages team members, including communicating business goals and incorporating team goals · Take responsibility for overseeing the daily operations within the home in the absence of the manager. · Rise and work through challenging issues and seek alternatives. · Monitor team performance and report on metrics · Willing to learn and think outside the box to resolve issues · Ability to work as a team member and as an individual.Be flexible in your approach, and be adaptable to changes within the team environment · Basic Scripting and Programming for Automations · Knowledgeable on Desktop Engineering is a plus. KEY ACCOUNTABILITY AREAS: · Manage the consistent use of agreed tools and methods to address and resolve user identified problems in line with service level agreement · Define and monitor compliance with processes for the setup and installation of hardware, software, applications, peripherals and other ICT-based system · Escalate performance issues with internal and/or external providers to minimize adverse impact of system availability on business continuity · Report against performance metrics to highlight areas where applications development, vendor relationship management or strategic infrastructure modifications are required for enhancing business performance and efficiency