IT Infrastructure Senior Supervisor

Scope of Work:

To provide location site IT infrastructure support and ensure it is operating smoothly.
Coordinate with Network/ Compute/ Security and local vendors on the incident, service request, and change request.

Key Accountabilities:

Operational Duties
Communicates, coordinates, and serves as the key interface with the backline support teams to prevent problems, facilitate problem resolution, and provides overall outstanding customer services.
Liaises with backline teams to onboard applications and infrastructure components.
Assists with resolving trouble tickets.
Provides technical advice to customers and other IT teams.
Uses incident system to log, assign, and escalate tickets.
Troubleshoots and restores technical services and/or equipment issues.
Analyzes identify and diagnose faults and systems using defined processes and tools.
Undertakes necessary diagnosis & troubleshooting and ensures the troubleshooting process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution are immediately documented in the online service Desk System.
Prioritizes and schedules incidents and requests based on urgency and impact.
Escalates tickets (when required) to the appropriately experienced technician or vendor.
Assists users to test fixes to ensure incidents have been adequately resolved.
Tracks and progress tracking of incidents to the conclusion and in line with SLAs and quality standards.
Continually measures, monitors, and drives down incident levels by identifying Problems and Continuous Improvement Opportunities.
Handles video conferencing, projectors, and Basic Voice Telecom solutions.
Provides support on security-related issues such as End-Point security, Anti-Virus, and compliance to end-user support environment.

Management of Third Party Suppliers
Collaborates with third party suppliers where appropriate. Manages and escalates open tickets as required to enable us to meet or exceed service levels.
Works with vendors or business partners on quotations and Service Requests.

Audits & Controls
Completes and retains all required controls documentation.
Performs Vendor audits when required.

Customer Relationship Management and Service Reviews
Interacts with customers in the business including field management, field operations, personnel, and executives located at JICE.
Builds a relationship with customers and vendors.
Performs regular self and peer reviews of Technical Support tickets including post-resolution follow-ups.
Develops knowledge Base documentation, help sheets, usage guides, and FAQ lists for end users.

• IT Certificates (Cisco Certified Network Associate Routing & Switching (CCNA) & Information Technology Library (ITIL) Certifications).
• Knowledge of IT process frameworks and supporting roles and tools, especially related to Incident, Critical Incident Management, Problem, and Change management.
• Excellent communications, time management, and multi-tasking skills.
• Communicating with and presenting to stakeholders if needed.
• Proven experience in an IT operations or service desk role providing 2nd line support.
• Excellent communication skills and ability to communicate and listen effectively within all levels of the organization.
• Strong analytical and problem-solving skills.
• Experience working within a process-driven and controlled IT organization in alignment with ITIL framework.
• Solid understanding of Microsoft products and suites, network, server, telephony technology and applications and their impact on clients and services.
• Ability to manage own tasks and assigned tickets in a timely manner and ensure closure within the agreed SLAs.
• Demonstrated customer focus & service-oriented attitude with high attention to detail.
• Flexibility in work hours including out of hours supports on a rotation basis for executive users.
• Excellent English, written, and verbal communication skills.

IT