Fso Lead

**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 anti-virus 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, dial-up, 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.
- Self-starter 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
- 4-year Bachelor's degree.
- Relevant certifications (MCP, CCNA, etc.)
- Experience in customer service
- Proven analytical, troubleshooting and problem solving skills.
- 4-5 years of technical support or 2 - 3 years’ junior system administrator experience.

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