Technical Support Team Lead

We are looking to recruit for one of our Clients - a Global company that provides support to end user customers and partners across EMEA and Central and South America, 

TECHNICAL SUPPORT TEAM LEAD

Level of expertise: Middle / Senior

Location: Iasi 

General job description for the role:

• lead for technical support team providing first and second level assistance for all European company’s customers, partners and internal staff;
• strong customer focus, ensures that issues are addressed in a timely manner and resolution or internal escalation is prompt and effective;
• build technical skills within the team to expand scope of competency so that the team is able to support Level 2 support activities.

Main duties / responsibilities:

• understands all organization’s products, services, procedures and guidelines and communicate same to all team members;
• schedules and organize team members to ensure that the team is able to meet committed support levels;
• consults with team members as they triage and respond to customer issues;
• provides guidance in appropriate escalation of technical issues;
• tracks issues to closure and follow up with clear written and verbal communications;
• establishes collaborative relationship with internal stakeholders (Sales Engineers, Logistics and Contract Management) who are critical for providing the appropriate level of support to the customers;
• monitors the health and status of network infrastructure via reports, remote monitoring and access Tools;
• ensures a safe and harmonious working environment for all other team members and delegate duties to all team members;

provides feedback to team and propose improvement measures.

Skills, Experience and Knowledge:

• minimum of 2-3 years experience in a similar position;
• strong Knowledge/Experience in networks (model OSI, TCP/IP, protocols, etc);
• knowledge of Windows and Linux Operating system;
• strong focus on customer satisfaction;
• strong listening, verbal and written communication skills;
• strong investigative, analytical and problem solving skills;
• collaborative team player, able to leverage company resources to resolve customer issues;
• leader, able to guide team members as they strengthen their skills and improve the team;
• English language knowledge - written and spoken (B2);
• German/Italian/Spanish language skills on an advanced level – both written and spoken. Multiple language skills are a significant advantage;
• adaptive, flexible and creative;

upper studies in Informatics, Computer Studies, Physics or Telecommunications.

Are also appreciated:

CCNA Certification and similar credentials.

Benefits:

• specific induction training;
• integration in a multicultural working environment;
• competitive remuneration and benefits package;
• bonuses as per company policy;
• medical program.

Disclaimer:
Train 2 Perform is a national company, specialized in providing Human Resources integrated and personalized solutions for companies and individuals in order to optimize the inter human relations, covering the following domains: recruitment and personnel selection, training and development programs, strategic human resources management.