The Senior Engineer Technical Support will lead and supervise the support team to resolve issues for

end-users of various forms of technology. Provide information via phone, e-mail, or in person for

technological products used in the environment. Senior Engineer Technical Support may document

service issues, compile 'tech notes' detailing specific information about a product or application,

maintain 'knowledge bases' of support information and provide customer feedback to research and

development teams working on product upgrades. To ensure that all required IT services are met for

employees, enabling them to be as productive as possible. Maintain the highest possible level of.

1. Manage a support team to provide first class support to ACTVET managed Service.

2. Provide input into the ACTVET business processes and act as a lead on support and service issues,

strategy and approach.

3. Set clear objectives evaluate progress and instill a high performance culture with focus on team

work, service excellence and ownership for resolving customer issues.

4. Set-up, manage and improve standards and procedures within the team.

5. Ensure working practices are well defined and operational with minimal disruption using technology

to improve efficiency as appropriate.

6. Manage the team and individual performance, technical and skills development.

7. Encourage open communication between team members, suggesting and driving forward ideas

about how the team can work more effectively together.

8. Review daily priorities and take appropriate action to ensure results are achieved.

9. Remain aware of new product developments in the area of network technology providing input and

tactical direction to the business on customer service and support challenges.

10. Ensure high quality, up-to-date documentation exists for all service arrangements.

11. Provide input into the company service strategy.

12. Coordinate and gather data to identify user’s requirements.

13. Identify, interpret and evaluate requirements, and define scope of work.

14. Coordinate with IT team to control computer operations and related functions to maintain system up

time.

15. Supervises the scheduling of projects and operations production work for IT technical related tasks.

16. Oversees and controls technical facilities management and maintenance.

17. Research technical alternatives, analyze technical operations, and develop concept alternatives for

computer operations technologies.

18. Develop test plans and procedures, schedule and perform testing and documents, interprets and

reports test results.

19. Coordinate maintenance and upgrade plans and make recommendations for system

optimization/process improvement.

20. Manage and supervise IT related projects and events.

Skills

Education Requirements

• Bachelor Degree or Higher or Closely Related or an Equivalent Discipline.

• Related Certification Equivalent and Workplace Skills and Experience.

• ITSM (IT Service Management Certificate) is an Advantage.

Competency Required

1. Strong coordination, organization, teaming and communication abilities.

2. Works well individually or in a group setting.

3. Can prioritize workloads, delivering on time.

4. Effectively directs employees.

5. A confident multi-Task taker.

6. Can manage projects.

7. A logical and methodical documenter.

8. Ability to work under pressure and time constraints.

9. Successfully presents technical information.

10. Possess strong analytical and information organizational skills.

11. Understands and utilizes auditable work trails.