Develop and maintain processes and procedures; create documentation; deliver technical training and support to clients.
Ensure the ticketing and documentation process for all support incidents is adhered to.
Facilitate and synchronize the new release functionality (inclusive of testing).
Drive root cause analyses to improve operational performance.
Knowledge of computer hardware, software, local and wide area network systems.
Knowledge of client/server network protocols and Internet/Intranet applications.
Ability to diagnose server and network problems expeditiously.
Experience in IT Support (preferably second and third level support).
Experience in an IT Service Delivery environment.
Other duties as may be assigned.
For Technical Support Lead, these are the additional key responsibilities area of your role:
Provide leadership in the planning, design, implementation and maintenance of major projects and critical applications. (Lead)
Manage the day-to-day operations of a technical support team with an emphasis on client satisfaction, first contact resolution, and retention.
Monitor and consolidate project progress and prepare summary report to the management.
Record and track team SLAs and workflows.
Review all technical support related processes and documentation for continuous improvement.

Requirements:

Candidates must possess at least Bachelor’s Degree, Post Graduate Diploma, Professional Degree in Information Technology or a related field preferred.
Working experiences in IT Support & ticketing process involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action.
Strong understanding of object-oriented design and methodologies.
Competency in the support of applications software and IT applications.
Excellent technical, diagnostic and troubleshooting skills.
Highly detail oriented, ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
Ability to speak, write, and communicate effectively at all organizational levels.
Ability to perform well and grow under limited supervision.
Minimum 3 years working experience of programming and analysis experience in end user computing applications.
For Lead role, minimum 5 – 8 years in Technical Support role.