Fso Lead - Milano, Italia - Axiom Software Solutions

Axiom Software Solutions
Axiom Software Solutions
Azienda verificata
Milano, Italia

4 settimane fa

Piero Bianchi

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee
Descrizione

Job Description:

Position Responsibilities

  • Exceptional communication skills.
  • Knowledgeable about current Microsoft Office Suites.
  • Familiar with backup technologies (VEEAM, Crash plan, Veritas NetBackup etc.).
  • Familiar with antivirus technologies (McAfee ePO / Symantec Endpoint Protection, AV Defender, etc.).
  • Familiar with software deployment technologies (SCCM, Altiris, Ghost, any repackaging tools).
  • Knowledgeable about basic networking (TCP/IP, DNS, routing, sub netting).
  • Familiar with remote access technologies (VPN, dialup, terminal services).
  • Knowledgeable about current Microsoft Windows operating systems.
  • Thorough understanding of hardware and peripherals with experience supporting Microsoft operating systems in a networked environment; Windows 7 and above.
  • Experience and skill administering enterprise Microsoft SCCM.
  • Excellent verbal and written communication skills.
  • Selfstarter and ability to manage own time effectively.
  • Strong organization skills.
  • Queue Management
  • Monitor the tickets for SLA/Quality/Aged Profile/MD tickets/Premium Tickets
  • Ensuring all Incidents/Requests are met within the agreed service targets
  • Review of any SLA failures
  • Ensure fair distribution of work and redistribution in the event of staff absences
  • Proactively monitors pending tickets
  • Day to day engineer staff management
  • Responsible for updating the engineer Shift Rota and Holidays/Sickness approval
  • Review technical performance by engineer
  • Provides coaching to the engineers
  • Oversees the on/off boarding of staff
  • Ensure new team members have access to all required tools, Academy and Client + HCL processes and procedures i.e. Confidentiality agreements, contracts, etc.
  • Ensures all Technical/Operational processes are followed and understood
  • Taking ownership of escalations through to resolution on all appropriate requests.
  • Engineer allocation for priority tickets
  • Initial point of contact for escalations form ITSD
  • Ensuring all key Client and HCL processes and procedures are followed. For example, Call Management
  • SME for all processes


  • IMAC

  • Supplier/Logistics/Client Advice/Moves Management.
  • Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities
  • Ensure discussions and decisions lead toward closure
  • Maintain healthy group dynamics
  • Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager
Minimum Qualifications

  • 4year Bachelor's degree.
  • Relevant certifications (MCP, CCNA, etc.)
  • Experience in customer service
  • Proven analytical, troubleshooting and problem solving skills.
  • 45 years of technical support or 3 years' junior system administrator experience.
About Company
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