Help Desk Team Lead Network Infrastructure Company

About Company: Our client is a startup network infrastructure company that specializes in providing managed services for infrastructure network management data integrations and application management in Nigeria. The company is known for its reputation for highquality service delivery and customer satisfaction.

The company is seeking to hire an efficient Help Desk Team Lead to Manage and remediate Level 1 and Level 2 customer issues engage and build relationships with customer network support teams and ensure strong internal partnership with the Project Team.

Job Summary: The Help Desk Team Lead will be responsible for leading a technical support team overseeing customer service operations and ensuring the timely resolution of technical issues. While performing these functions the candidate will also be expected to provide technical insight and guidance to the team they will be assigned.

Key Responsibilities:

Document and properly assign enduser issues using a service desk ticketing system.

Troubleshoot problems with computer software and make repairs and corrections where required.

Be prepared to communicate with other partners and vendors to resolve enduser issues

Be prepared to solve complex software calls or work with the appropriate staff to resolve issues.

Support remote computing and telecommuting clients.

Evaluate and troubleshoot software for functionality.

Exercise responsibility for the integrity security and maintenance of the systems.

Provide crosstraining to other staff members.

Will need to be open to working shifts or rotating hours.

Follow up with customers to identify areas of improvement

Develop daily weekly and monthly reports on the help desk team s productivity

Ensure customer service is timely and accurate daily

Requirements

B.S. degree in Computer Science Computer Engineering Information Technology Electrical Engineering or other technical equivalent including onthejob experience and/or certifications.

Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or Customer services

Customer service or Help Desk professional Certifications CCNA MTCRE certifications

Project Management skills Help Desk and customer service.

Excellent written and verbal communication skills are required.

Must be capable of explaining and instructing technical data in nontechnical terms.

Reasoning ability.

Ability to read the room of junior technicians and fill gaps.

Ability to help in limiting overtaxing of the help desk workflows.

Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.

Benefits

Compensation: Base Pay is N250000.00 monthly net other interesting benefits.