Job Summary:

• Assist the Field Support staff with trouble tickets that require advanced technical knowledge.
• Coordinate software/hardware upgrades with Network, Voice communication and Application development staff.
• Perform Technician level II tasks 
• Provide leadership and guidance to 1-5 direct reports. 
• Identify training requirements and develop training plans. 
• Perform annual and semi-annual performance reviews for all staff reporting to this position.
• Assist management with the leadership of the Field Support staff at Afni's remote locations.
• Resolve outage issues within the facilities in a timely manner.

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Team Leadership (Soft Skills)
• Support Coordination (Hard Skills)
• Level II Support (Hard Skills)
• Training Development (Soft Skills)
• Performance Reviews (Soft Skills)
• Outage Management (Hard Skills)
• Multi-site Support (Hard Skills)

Job Summary:

• Manage frontline operations to deliver promise to clients (SLA, response/resolution time, ticket, calls, attendance, tech assignments, etc.)
• 1st Level complaint management (.cc supervisors)
• Manage Office Support NA escalations
• Monitor daily reports and flag outstanding items to supervisors
• Responsible for creating, adjusting, and communicating all schedules
• Collate employee performance data and keep management up to date
• Perform coaching with employees, employee follow-ups and Internship Management
• Prepare English to French document translations
• Be an active player on "employee mobilization initiative"
• Coordinate and participate in employee training, for example, T2 Friday’s
• Prepare initial training schedule for new hires
• Prepare, monitor, and report results on all training courses to supervisors
• Provide reports to help analyze front line ops

Skills on Resume:

• Frontline Operations Management (Hard Skills)
• Complaint Handling (Soft Skills)
• Escalation Management (Soft Skills)
• Reporting and Monitoring (Hard Skills)
• Scheduling Coordination (Hard Skills)
• Performance Tracking (Hard Skills)
• Employee Coaching (Soft Skills)
• Bilingual Communication (Hard Skills)

Job Summary:

• Ensure the most effective utilization of resources, planning, scheduling, and monitoring the work of the team.
• Review and report on the performance of the team by identifying resource requirements where appropriate.
• Develop the performance of the team, contributing to performance review and ensuring appropriate training of staff.
• Ensure the delivery of cost-effective and quality services in line with contractual obligations thereby achieving high levels of customer satisfaction.
• Liaise with key customers, account managers and colleagues, providing expert technical guidance and advice in support of a customer issue. 
• Identify and act on opportunities to improve existing processes and work methods, implementing changes
• Manage client escalation with team of high priority issues in accordance with company technical escalation process. 
• Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures. 
• Ensure statistical data is maintained and reported to management, staff and customers
• Run and review ticket reports, provide status updates, and follow up on resolutions to customers.

Skills on Resume:

• Resource Management (Hard Skills)
• Team Performance Review (Soft Skills)
• Staff Training (Soft Skills)
• Service Delivery (Hard Skills)
• Customer Liaison (Soft Skills)
• Process Improvement (Hard Skills)
• Client Escalation Management (Soft Skills)
• Compliance Monitoring (Hard Skills)

Job Summary:

• Direct team’s day-to-day activities and act as backup manager when manager is out of the office.
• Ensure team members are following company policy and processes.
• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
• Provides support for all Information Technology products and services. 
• Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
• Determines the most effective manner to resolve customer's technical issue.
• Records required customer and incident information in an IT ticketing system. 
• Updates tickets with appropriate entries of activities and closes tickets with resolution entered upon completion.
• Follows basic quality techniques in both processes and services to ensure the organization’s quality standards are met.
• Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Works on desktop-related projects as assigned by the Desktop Manager.

Skills on Resume:

• Team Supervision (Soft Skills)
• Policy Compliance (Hard Skills)
• Client Representation (Soft Skills)
• IT Product Support (Hard Skills)
• Troubleshooting Skills (Hard Skills)
• Ticket Management (Hard Skills)
• Quality Assurance (Hard Skills)
• Project Support (Soft Skills)

Job Summary:

• Leading and mentoring a large, mature team of technology support professionals
• Providing critical technical support and fault resolution for a range of IT services
• Managing overall resolution of tickets within SLA
• Providing technical and process advice to desktop support technicians
• Resolving issues, queries and escalations in an effective and timely manner
• Monitoring issues reported to the desktop support team
• Leading a team of Desktop Engineers providing end user support on site.
• Manages a fleet of workstations and servers
• Perform desktop support services to end users.
• Document system processes and procedures
• Escalation to higher level when needed according to support matrix
• Day to day technical support and system administration
• Install and configure new PC systems along with performing backup for end user data
• Analyse problem and resolve problem with minimum disruption to end users
• Initiate and follow-up on critical vendor technical support requirements

Skills on Resume:

• Team Leadership (Soft Skills)
• Technical Support (Hard Skills)
• SLA Management (Hard Skills)
• Process Documentation (Hard Skills)
• Issue Resolution (Soft Skills)
• Fleet Management (Hard Skills)
• System Administration (Hard Skills)
• Vendor Coordination (Soft Skills)

Job Summary:

• Managing the endpoint product lifecycle is one of the core responsibilities, ensuring users are using up to date OS and Software that is delivered as seamlessly as possible
• Developing communications platforms and devices which will include managing our key vendors and partners
• Building knowledge guides of new platforms with knowledge teams
• Management and ongoing support of Office 365 environment working alongside e-discovery and business systems to system interoperability
• Migrating from Skype online to Teams and building governance policies in line with information security policies
• Responsible for audio-visual strategy aligns with our unified communications strategy
• Developing team members, ensuring training is taken and time is set aside for R&D and innovation
• Building a robust, secure and evolving roadmap, defining our user genres always keeping User experience and security a priority
• Participating and occasionally running daily stand up meetings to highlight progress on our key priorities, escalating any blockers to stakeholders.
• Building relationships within IT and across the business to better understand what our business requirements are and what are users want from their technology
• Developing and implementing Endpoint Manager Hybrid with Modern Deployment and Auto Pilot allowing management of any device

Skills on Resume:

• Lifecycle Management (Hard Skills)
• Vendor Coordination (Soft Skills)
• Guide Development (Hard Skills)
• O365 Support (Hard Skills)
• Platform Migration (Hard Skills)
• Communication Strategy (Soft Skills)
• Team Training (Soft Skills)
• Roadmap Planning (Hard Skills)

Job Summary:

• Contribute to the drive of automation and continuous service improvement
• Establishing processes and procedures to improve service delivery global footprint
• Build a world class endpoint monitoring solution and working with the IT Service Delivery Manager to fully transition alert management to correct levels within IT
• Ensure DevOps Wiki is up to date with content tested and distributed 
• Be an active member of the change advisory board responsible for submitting new change request and attending CAB 
• Feed into Major Incident Management and Problem Management processes and ensure these filter down to Endpoint team members
• Work within the firms project methodology for all projects
• Fulfill responsibilities in the event of an emergency or disaster in adherence to BC/DR policies
• Updating Azure DevOps board with progress and keeping stakeholders informed
• Accurately estimate sprint goals to stakeholders and deliver these goals on time

Skills on Resume:

• Automation Drive (Hard Skills)
• Service Improvement (Soft Skills)
• Endpoint Monitoring (Hard Skills)
• Process Documentation (Hard Skills)
• Change Management (Soft Skills)
• Incident Management (Hard Skills)
• Project Coordination (Soft Skills)
• Sprint Planning (Hard Skills)

Job Summary:

• Manage deployment and desktop support activities
• Be a point of escalation from the deployment/ support teams
• Follow technical script provided
• Install Windows 10 on users machines
• Document and track deployments and assets
• Escalate errors and issues to project manager 
• Resolve users issues and provide technical assistance with computer hardware and software
• Resolve issues for clients face to face
• Track customer issues and resolutions
• Developing own skills and undertaking R&D and innovation to improve systems

Skills on Resume:

• Deployment Management (Hard Skills)
• Escalation Handling (Soft Skills)
• Script Execution (Hard Skills)
• Windows Installation (Hard Skills)
• Asset Tracking (Hard Skills)
• Issue Resolution (Soft Skills)
• Client Support (Soft Skills)
• Skill Development (Soft Skills)