Team Lead IT Support Engineer at Tros Technologies

Job Brief
The key individual will serve as a technical support lead to both internal and external customers and IT team. The lead technical support Engineer is required to exercise independent initiative with the authority to act in-order to meet all clients requirements.

• The Team Lead IT Support Engineer is responsible for supporting and maintaining clients IT systems and for providing efficient desktop support to all business users.
• Diagnose and resolve technical inquiries related to Tros Technologies products and services.
• The Team lead IT Support Engineer is also responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the outsourced IT services offered to the company’s various clients.
• Manage communications to clients at all level to maintain positive relationship.
• Utilize information tools, training and experience to provide high level of customer satisfaction.
• Ensure adequate coaching of team members on IT related skills.
• Mentor and assist junior IT engineers to define action plans towards successful project completion , issue resolution and ensure clients satisfaction.
• Liaise with Engineering teams on technical discussion.
• Review Tros business procedures and processes to improve quality of services.
• The post holder will provide effective IT proficiency across all aspects of the business and will provide back up and support to the IT Supervisor.
• The post holder is responsible for supporting and maintaining the Microsoft Server and Desktop operating systems plus general maintenance of all IT-related hardware/software.
• The position provides exposure to a broad range of IT-related projects and activities.

Duties/Responsibilities
The position will involve the following areas of responsibility:

• Undertake Large to medium-sized IT projects as instructed by supervisor
• Diagnose and resolve technical issues
• Responsible for managing backups
• Provide desktop and server support
• Install authorised software to laptops and desktops
• Ensuring security and upgrades are applied and kept up to date on desktops and laptops
• Antivirus installation to all desktops and laptops
• Fault-finding to laptops and desktops
• Reporting faults and maintaining logs on servers, desktops and laptops
• Completing internal user moves including phones and PABX configuration
• Patching of network and phones
• Making of Cat 5 e network cables were necessary
• Ensure all logs for equipment and users are maintained
• Managing purchase requisitions for IT hardware/software
• Ensuring all software purchased licensing is recorded and maintained
• Exchange server mailbox maintenance including archiving mailboxes
• Setting up new users and disabling expired accounts in accordance with HR requirements
• Providing support for MAC and PC

Other:

• Prepare documents, meeting materials and correspondence
• Perform basic administrative support duties as required to meet specific operational objectives
• Perform miscellaneous job-related duties as assigned by the IT Supervisor
• Work extra hours to meet deadlines, as required and where reasonable
• Provide assistance and support to IT-related team mate
• Ensure that a high level of customer service and support is provided to all internal and external customers

Qualifications and Required Skills

• Bachelors degree in Computer Science or related discipline
• Minimum 5 years experience in an IT support environment,with a minimum of 2 years of industry experience as teamlead IT support .
• Excellent grasp of relational database management theory and practices.
• High degree of analytic and problem solving abilities.
• Strong troubleshooting skills and extensive customer facing experience.
• Excellent communication skills (oral, written and presentation).
• Proficient use of PC hardware and software (MS Office suite of applications).
• Proficient in the use of internet for communication and research