What are the responsibilities and job description for the Technical Training & Process Manager position at 10ZiG?
Mission Statement :
10ZiG Technology is a leading provider in Thin and Zero Clients for the latest virtual desktop solutions. While maintaining our dedication to Thin and Zero Client technology, we will continue to refine our quality, expand our capabilities, increase our efficiency, and elevate the superior level of customer service we now provide to heighten the standard of excellence we have set in the industry. Thus, delivering high-quality technology solutions and ongoing support, enabling companies to meet their business goals more effectively.
Overview:
The Technical Training & Process Manager is a critical component of the 10ZiG Technical Support team by providing technical competency within the team. This is with a view of promoting a positive working environment by providing the relevant tools and aids necessary. The Technical Training & Process Manager’s primary role is to provide technical training to the Technical Support team. The Technical Training & Process Manager will also identify ongoing requests that can be generated as processes to improve the inner operations of the Technical Support team. The Technical Training & Process Manager will also where required work alongside others to provide appropriate handling of specific technical requests and issues.
The Technical Training & Process Manager will report directly to the Technical Services Manager.
Responsibilities:
- Create & maintain training content for onboarding of employees.
- Create & maintain training content appropriate to improve competency and future tiering of Technical Support team.
- Mentor technical staff through Technical Training and continually look for ways which can promote a positive working environment for the Technical Support Team in conducting their job duties to the best of their ability.
- Analyze trending topics with our products & services, as well as alliance partners with a view to creating and maintaining documentation and video aids as required.
- Analyze specific product features and technology updates as they occur with a view to sharing such knowledge as needed via appropriate methods.
- Assist as needed on trending Technical Support requests with a view to adding any processes to streamline such requests where possible.
- Review release notes with a view of providing ongoing coaching and training as required for the Technical Support team.
- Regularly review technical documentation in SharePoint as needed for verifying if updates or additional technical documentation is required.
- Working with the Technical Services Manager and Helpdesk Manager in our recruitment drive to grow and strengthen our Technical Support team.
Future Responsibilities:
- With assistance of the Technical Services Manager look to implement an adequate tiering system for Technical Support, including 1 st and 2nd tier team members.
Qualifications & Experience:
- Requires either Associates or Bachelors degree or an equivalent professional qualification, including Citrix, Microsoft or VMware.
- 2 years of working with 10ZiG Products and Services – Extremely desirable.
- 2 years of working within a fast-paced help desk environment.
- 2 years of working in a VDI environment, preferably in the EUC space.
- Working knowledge of Windows (Server and Desktop) and Linux (Desktop) operating systems, both graphical and command line based.
- Working knowledge of Virtual Desktop Infrastructure concepts in VMware, Citrix, Microsoft RDS. Windows Virtual Desktop, Amazon Workspaces.
- Working knowledge of networking (LAN, WAN, Cloud, VPN).
- Working knowledge of computer hardware and associated peripherals.
- Exceptional verbal and written communication skills are required, with proficiency in Microsoft Office products – Word, Excel, Outlook etc.
- Experience in producing Training content, importantly in person but also via documentation as required.
- Experience in producing Technical Documentation, Videos and Aids.
- Experience in training Technical staff and identifying varying levels of competency to provide the desired level of content appropriate to the audience.
- Strong critical thinking and multi-tasking abilities are a must!
Rewards:
- Competitive starting salary
- 401K with company matching
- PPO Medical, Dental and HSA
- 10 days of PTO for first year, rising to 18 days after 2 years of service
Accepting local applicants only for this position.
Job Type: Full-time