[Gurusquare Co.,Ltd] Recruit for Support Manager (Full Time)

Gurusquare Co.,Ltd are recruiting for a Support Manager with the following requirements :-

ESSENTIAL DUTIES/RESPONSIBILITIES :

Communicate effectively with customers, users and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
Manage, train and guide support team (system & database administrator and helpdesk) to effectively utilize help desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude.
Efficient allocate incoming requests to the support team, track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.
Develop and maintain comprehensive documentation including operations guidelines and procedures, deployment guides, training guides and support materials.
Capable to be trained and to train the knowledge of the maintain system to the project team members. Supervise and share the technical support and troubleshoot for support team (system & database administrator and helpdesk team).
Prepare the KPI to measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership.
Ensure that SLAs of the system are met and the quality targets are reached and maintained.

SECONDARY DUTIES/RESPONSIBILITIES :

To conduct quality control checks of the system.
To coordinate with third-tiered contact points of related systems when found problems or issues and coordinate to resolve the issues received from users.
To prepare summary report of status of hardware and software of the system.
To manage and maintain all servers of the system.
To ensure that the application and data of every systems are online and adequately backed up.
To monitor errors that takes genesis from a system or due to faultiness in the software.
To maintain Trend Macro Antivirus solution.

Skills Required :

A Bachelor’s degree in Management Information Systems, Computer Science, Business or related field, with a minimum of 5 years professional experience in technology support operations, including experience troubleshooting and supporting computer applications and operating systems; and, at least 3-5 years-experienced supervising technical support staff; or any equivalent combination of training, education and experience which provides the following knowledge, abilities and skills.
Experience troubleshooting both hardware and Linux operating systems, Red Hat Enterprise Linux are preferable.
Demonstrated knowledge of Microsoft Office 2007/2010/2013 applications (Outlook, Word, Excel, PowerPoint and Access).
Strong knowledge of Internet Explorer and Google Chrome.
Strong knowledge of Windows XP, Windows 7 and Windows 8.
Fair knowledge of Linux command and shell script language.
Experience supervising staff and/or consultants.
Excellent analytical, written and verbal communications skills including the ability to effectively communicate technical information to non-technical users.
Demonstrated project management skills and multi-tasking abilities.
Must be proactive and have the ability to work both independently and collaboratively with colleagues, end users, and with external vendors.
Excellent customer-service skills required.
Must have the ability to work on multiple projects with multiple deliverables.

Time of operation : 9.00am - 6.00pm, Monday - Friday
Place of operation :
(Main Office) 1033/4 Phaholyothin Road, Samsaen Nai, Phayathai, Bangkok, Thailand, near BTS Sanampao.
(Customer Site) Suvarnabhumi Airport

please contact at pittipol@gurusquare.com
Tel. 02-619-8833 ext. 117, 115
Mobile 091-509-6965
additional information : http://www.gurusquare.com