IT Support Team Lead
4 weeks ago
Job Description Alteo is looking for an IT Technician for anIT Support Team Lead based in Dorval.
Responsibilities:
- Lead, coach and motivate a team of technical support specialists.
- Provide guidance and support to team members, fostering a positive and collaborative work environment
- Ensure that KPIs, procedures as well as customer satisfaction are met.
- Oversee the day-to-day operations of the technical support center, ensuring fast and efficient resolution of customer issues.
- Collaborate with other departments to handle escalated technical issues and ensure smooth communication.
- Maintain a high level of customer satisfaction by monitoring and improving the quality of technical support services.
- Respond to escalated customer inquiries and ensure prompt and satisfactory resolution.
- Identify process improvement opportunities and implement best practices to improve the efficiency of the technical support team.
- Collaborate with the IT team to stay abreast of the latest technologies and industry trends.
- Actively participate, through attitude and behavior, in developing and maintaining a respectful, harmonious and stimulating work atmosphere for all.
- Collaborate with all colleagues and promote teamwork
- Carry out duties and responsibilities efficiently and with a desire to perform well.
- Work in accordance with the company's culture and values.
- DEC in IT or equivalent
- 5+ years experience in a similar position with team supervision
- Knowledge of IT environments such as VPN, Microsoft Windows, Win, Firewall, Linux, Active Directory, Office 365 and 365 admin console
- Knowledge of SQL (an asset)
- Strong leadership and interpersonal skills
- Customer service oriented
- Ability to adapt in a fast-paced environment
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