1. Lead the Technical Support Team : Supervise and coordinate the daily operations of the support desk.
2. Monitor and Improve Support Quality : Ensure tickets are resolved accurately and on time, with high customer satisfaction.
3. Escalation Handling : Act as the point of contact for escalated technical issues, including OS, network, or database-related incidents.
4. Training and Development : Train staff on technical fundamentals (network, OS, SQL) and customer service practices.
5. Collaborate with Engineering and Infrastructure Teams : Coordinate with other teams to resolve system-wide or complex technical problems.
6. Reporting and Analytics : Analyze performance metrics, ticket trends, and report findings to management.
7. Maintain Documentation : Ensure internal knowledge base and SOPs are up-to-date and comprehensive.
8. Customer Advocacy : Represent the customer’s voice in internal product or service discussions.
9. Ensure Technical Readiness : Verify that the team stays current with updates in OS platforms, networks, and database technologies.
10. Compliance and Policy Enforcement : Ensure support operations comply with internal policies, IT security standards, and SLA agreements.

1. Technical Expertise

• Strong foundational knowledge in networking, Windows and Linux operating systems, and SQL databases.

2. Networking Basics

• Understanding of IP addressing, DNS, DHCP, firewalls, VPNs, and basic troubleshooting (ping, traceroute).

3. Windows OS Knowledge

• Familiarity with system administration tasks such as user management, services, registry, and event logs.

4. Linux OS Fundamentals

• Experience with common commands, shell scripting basics, file permissions, and system logs.

5. SQL Database Basics

• Ability to run basic queries, understand schemas, and perform troubleshooting on connection or query-related issues.

6. Leadership and Team Management

• Ability to lead, mentor, and motivate support agents effectively.

7. Communication Skills

• Clear and professional communication with both technical and non-technical stakeholders.

8. Problem-Solving and Decision-Making

• Analytical approach to identifying root causes and guiding resolution.

9. Customer Service Orientation

• Strong focus on end-user satisfaction and empathy in support interactions.

10.Analytical Thinking

• Use of support metrics to improve performance and efficiency.

11. Time Management

Prioritizing tasks and ensuring adherence to SLAs.

12.Process Improvement

Familiarity with ITIL or other support frameworks for continuous improvement.

13.Adaptability

Comfortable working in fast-changing environments and technologies.

14.Tools Proficiency

Experience with ticketing and monitoring tools like Zendesk, Jira, ServiceNow, Zabbix, or Nagios.