Team Lead - L2 Support

Team Lead - L2 Support

Cebu

This is a shift-based role, which will join our 24 x 7 shift pattern – 4 on 4 off – 12-hour shifts.

Key Accountabilities:

• You will be fully responsible for your shift and ensure that we deliver a proactive world-class support service to all our global customers.
• As both this role and the team are a new function, there will be emphasis for this role to contribute to defining and shaping of the scope, deliverables, toolsets and processes associated with this team.
• You will work to ensure the efficient running of EDGE Support Operations, providing technical support in all areas of the shift activities.
• This role will require a strong analytical thinker who enjoys solving problems and thrives in a high-pressure environment with shifting priorities. The EDGE L2 Shift Team Leader/Senior Engineer will need to assess multiple situations to determine tactical steps forward alongside leading a team in implementing a strategic plan.
• Highly organized and with exceptional attention to detail you'll be able to effectively plan and prioritize your team's workload, as well as accurately measuring and reporting on their progress.

Responsibilities and Duties:

• Responsible for all operational support and tasks during your shift
• Building the best Support operations team in the industry, including training and supporting the team as it grows
• Planning and organizing workload of your shift team, ensuring priorities are addressed, and work is scheduled within the timescale required.
• Provide leadership to the shift teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, assisting leadership with appraisals and recruitment
• Ensuring all support requests are dealt with within SLA and to our customers satisfaction
• Ensuring there is high quality documentation for the support Team to refer to for all tasks
• Ensure implementation of any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled
• Taking a lead role in assisting and coordinating any P1/major incidents
• Work with your team to provide the appropriate resources for any support requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements.
• Answering emails, calls, and online chat in a positive and friendly manner.
• Creating a record of each customer problem and spot trends when applicable.
• Deliver technical IT support as required to our diverse client base.
• Monitoring live customers EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team
• Ensuring the task of monitoring is continuously improved, to ensure the monitoring of live customers software and infrastructure is successful
• Management of Windows and Linux server operating systems
• Assisting our partners and customers with deploying the EDGE software
• Monitoring Live customers and cloud/store infrastructure
• Fulfilling IT maintenance tasks scheduled by other team members.
• Promote and provide support for new products and technologies.
• Assist with the onboarding of new team members: laptop setup, account creation, and new user orientation.
• Maintain an up-to-date knowledge of our products, technologies, and our competitors.
• Meet customer contractual SLAs in addition to business OLA targets and metrics.
• Maintain high customer satisfaction ratings that meet company standards.