Miami based firm-seeks Tech Support Specialist to -Supervise and ensure Technical Support Team is running smooth and efficiently. Assist in escalated help desk and desktop support requests Structure scheduling for team resources. Assist internal based users with information technology related problems. Escalate issues when needed to Systems Administrator and/or Director of Infrastructure.
? Supervise a team of 15+ technical support representatives (TSR) in three different countries (US, Mexico and Guatemala)
? Develop job scheduling plans on a weekly basis
? Coach TSRs on technical and functional skills
? Provide annual performance reviews
? Evaluate and hire new staff members as needed
? Associates degree or equivalent in certifications in IT or related field.
? Minimum of 3 years of demonstrated experience in a technical support supervisory role
? Bilingual proficiency (Spanish and English). Strong Spanish spoken proficiency is required.
? Knowledge of Microsoft Windows operating system, Outlook email software and computer hardware from a desktop-support perspective
? Demonstrated customer service focus and experience dealing with end users
? Must have critical thinking abilities and good interpersonal skills
? Some networking knowledge a plus
? Must be able to communicate clearly
? Must be able to work in a fast paced environment
? Monitor and keep abandoned calls at low percentage rate
? Monitor help desk reports and ensure performance of team
? Assist Systems Administrator and Director of Infrastructure with network related tasks
? Monitor performance reports. Notify anomalies to network team
? Work with purchasing department on hardware procurement and imaging. Recommend changes when required
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