Technical Consultant

Job Description:
Mandatory Skills:
Experience in supervising/managing technical teams that are customer-facing.
Experience in troubleshooting workstations, both hardware and software issues.
Experience with ServiceNow ticketing system
Real time experience in a Windows, Active Directory, Exchange environment, with emphasis on troubleshooting client technology issues.
Certifications/Licensing: A plus: MCP, MCSE, A , Network , ITIL certifications are favorable.
Proven ability to support customer facing technology with a high degree of customer service.

Oversee timely delivery of quality technical support services to clients, with a sufficient knowledge of the software or hardware systems being supported along with effective personnel management skills.
Have the ability to answer telephones, communicate with clients, and diagnose hardware and software malfunctions, and troubleshoot issues.
Supervisory duties will include determining personnel requirements, setting schedules and ensuring that those under their direction have adequate resources to complete their jobs.
Essential Job Functions:
Hands-on team leadership ( Ability to work tickets with the team as may be required from time to time)
Ensure quality of delivery to end clients
Interact with Service Manager and clients on technical issues
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the team.
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
Vendor management.
Manages the Level 1 staff including discussion on performance evaluations, promotions, hiring, and disciplinary responsibilities.
Performs staff scheduling to ensure Level 1 coverage during normal business hours and on-call support as required. Key Competencies
Proven ability to effectively manage people, processes, and technology.
Strong collaboration, and verbal and written communication skills.
Work with global teams in follow the sun model. Facilitate shift handover process
Assesses Level 1 staff workloads and balances the load as needed.
Gives feedback on individual performance and areas of improvement for the staff who are assigned to the different Level 1 role, and holds Level 1 staff accountable to established standards, policies, and procedures.