Supervisor - Tech Support

Job Type:                       Full time, permanent position

Schedule:                       10 am til 18:30

Responsibilities :

  • Act as a team leader of system administrators (level 1 to 3): performance management, work attendance, schedule adherence, recognition, coaching and skills development.
  • Follow up on technical queries from clients and act as an expert in order to effectively resolve incidents.
  • Work in direct collaboration with the person in charge of training and quality assurance to improve the competence of his team.
  • Ensure quality assurance and act as a model for customer service.
  • Participate in recruitment when necessary (interview, selection of candidates, etc.).
  • Participate in the development and/or improvement of procedures and processes.
  • Monitor the state of the dashboard and contribute to the organization of the work.
  • Participate in the rotation of supervisors on duty.
  • Effective project management / participation with significant attention to detail.
  • Great collaboration with other departments.
  • Provide various reports: recurring technical issues, daily, weekly and monthly trends in the operational table, alignment with established performance indicators, reports on overtime, delays, absenteeism and vacations.
  • Collaborate with the management team for the weekly meetings: review of technical problems encountered, alignment of the team, review of processes and procedures with the team.
  • Act as a technical specialist in critical situations for clients.
  • Manage hierarchical appeals (escalations) if necessary and carry out the necessary follow-ups.
  • Contribute to maintaining a stimulating and pleasant work environment.

Technical Skills :

  • Mastery of Linux (Apache, Nginx, MySQL, DNS), CentOS, Debian, Ubuntu;
  • Windows administration skills (IIS, Sql server), Windows 2008, 2012, 2016;
  • Knowledge of virtualization environments (Hyper-V, Xen, Openstack);
  • Hardware knowledge (RAID);
  • Knowledge of network;
  • Knowledge of control panels (Cpanel, Plesk);
  • Mastery of cluster environments (load balancer, DRBD);
  • Programming: scripting and task automation;
  • Mastery of IOS/Junos OS (VPN, Firewall, ACL, LAN, WAN).

Competencies

  • Management experience required: Ability to lead a team, influence, coach and motivate people
  • Ability to plan and prioritize his own work as others
  • Ability to overcome difficulties and solve problems with a positive attitude
  • Professionalism, sense of responsibility and autonomy
  • Good communication skills, clear and effective, both orally and in writing (English and French)
  • Ability to earn and maintain respect for others by being credible and honest while building relationships with colleagues at all levels of the organization
  • Determination to offer and promote excellent customer service

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