Lead a small team of technicians
Adhere to strict SLA’s
Customer escalation contact point
Responsible for the timely resolution of break fix calls and handlingescalations.
EssentialDuties & Responsibilities :
The duties listed below areintended only as illustrations of the various types of work that may beperformed. The omission of specific statements of duties does not exclude themfrom the position if the work is similar, related or logical assignment to thisposition.
Train,mentor and assist with technician development.
Hardware andsoftware troubleshooting
Experienceleading small projects or small teams.
Escalationfor advanced problems / issues.
Documentation / creationof processes, procedures, knowledgebase articles.
Participatein design discussions for Service Desk tools and technology.
Create / UpdateProcess and Knowledge documentation and communicate changes to Service Deskteams involved.
Identifygaps in process and procedure and close loop with documentation creation orupdates.
Assistin developing and delivering training, create documentation, and coordinatego-live (including global communication) of new products coming into theEnvironment.
Responsiblefor promoting teamwork and the cross training of employees.
RepresentPomeroy in a positive and professional manner to the Client(s), in all forms ofcommunication.
NewHire Orientation : equipment set-up, overview of systems, and new hire training- Including training on processes, supported products, and Service Desk tools.
MinimumKnowledge, Skills and Abilities Required :
Positive andflexible attitude Customer service focused.
Bachelor’sdegree preferred, HS Diploma required.
1-3 yearslead / management experience
A Advanced Portuguese & English level (both)
Must be ableto multi-task.
Excellentwritten / verbal communication skills.
Interpersonalskills-able to work well in a team environment.
Experienceleading small projects or small teams Positive and flexible attitude.