NOC Supervisor
- Thailand
- Permanent
- Full-time
City / State : Position Id : ORB23-049NOC SupervisorPOSITION: NOC Supervisor
LOCATION: Interlink Tower Bangna (Data center FTH)
JOB TYPE: Contract (12-month renewable)
SALARY RANGE: 35,000 baht
BENEFIT: Social Security Fund, Group Insurance etc.Responsibilities:
- Call management
- Receiving all calls from customer within agreed repose time and log call in ITSM tools
- Provide solutions to customers via phone
- Analysis and solve the failure for HW, SW, application , Operation and Dispatch call to appropriate service partner
- Incident management
- Provide remote diagnostic to customer system
- Monitor progress of calls
- Escalate call which exceed the “Service Level Agreement” criteria
- On-site service
- Provide engineering on-site service according to SLA.
- Maintain inventory of IT hardware and software
- IMACD (Install, Move, Add, Change, Delete)
- Others as assigned by Project Manager/Helpdesk Supervisor
- degree in Engineering, Computer Science or equivalent relevant experience
- At least 3 years experience managing and supervising resources
- Experience hiring and managing technical resources
- Previous leadership experience in a technical environment
- Previous experience managing technical resources in a customer-facing environment
- Project Management (Agile or Waterfall) experience preferred
- Experience in designing, documenting and writing deliverable plans for building high performing operations teams
- Experience monitoring remote servers, applications and cloud services
- Must have working knowledge of network troubleshooting
- Ability to quickly and efficiently address customer needs by providing solutions to customer issues or escalating to another support group when necessary
- Possess strong customer service orientation with excellent verbal and written communication skills
- Must be able to communicate clearly and succinctly to our customers in regards to issues
- Previous experience working as a support engineer delivering managed services desired
- Able to understand customer contracts, Service Level Agreement, and Scopes of work.
- Working knowledge of Network Technologies especially IP and Wide Area Networks
- Experience with Remote Applications and Tools such as VNC, PC anywhere, Windows Remote Desktop, VPN, Telnet, SSH will be benefit.
- Knowledge and experience working with ITIL processes
- Positive thinker who produces new ideas and encourages others to do the same
- Flexible approach to working hours
- Good Troubleshooting skills.
- Good command of English. (preferred)
- Excellent communication skill.
- Customer Service mind.
- Ability to work under pressure and priorities effectively
- Proven track record in managing multiple escalations.