Technical Support Team Lead
4 hours ago
Job Summary
Cepat Kredit Financing Inc. is seeking a highly skilled Technical Support Team Lead to manage the day-to-day operations of our technical support team. As a key member of our IT department, you will be responsible for ensuring timely and efficient resolution of all IT-related issues.
About the Role
The Technical Support Team Lead will oversee a team that provides direct technical support to employees, troubleshooting and resolving hardware and software problems. You will be accountable for maintaining a high standard of customer service and satisfaction, ensuring all systems operate smoothly, and ensuring issues are resolved within agreed SLAs.
Key Responsibilities
- Lead the technical support team in troubleshooting, diagnosing, and resolving hardware, software, and network issues.
- Manage and prioritize support tickets to ensure timely resolution based on severity and impact.
- Maintain an up-to-date knowledge base for common problems and solutions.
- Oversight of installations, updates, and patches for software and hardware as needed.
- Provide reports on team performance, ticket resolution times, and user satisfaction to management.
- Ensure adherence to best practices for troubleshooting and system monitoring.
- Maintain excellent communication with end users, ensuring they are informed of issue statuses and resolutions.
Requirements
- Graduate of Information Technology, Computer Science, or any related courses.
- Proven experience as a Technical Support Lead or 3+ years' experience in technical support, help desk, or IT administration roles.
- Possess strong knowledge of Windows and MacOS.
- Familiarity with remote support tools, network monitoring and ticketing systems.
- In-depth knowledge of IT infrastructure, systems, and networking.
- Strong analytical and problem-solving skills.
- Ability to communicate complex technical concepts to non-technical users.
- Experience with ticketing systems and remote support tools.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Excellent leadership skills and the ability to motivate a team.
- Proactive approach to identifying potential issues and preventing problems.
- Ability to work under pressure and meet deadlines.
- Effective delegation and prioritization skills.
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