Job Order Detail

Description

Who are you?
You are a Team Leader that can effectively manage, lead, and mentor the Systems Analyst team.

Who are we?
KSP Technology Inc. is a privately-owned company that provides a variety of IT services and solutions to the business market.

Primary Duties:
- Guide and lead analysts in their daily activities
- Monitor support queues to ensure SLAs are met and critical issues prioritized
- Ensure support processes, procedures and standards are being followed
- Identify training requirements and skills gaps within the team
- Cultivate a motivated and encouraging team environment
- Provide accurate and timely resolutions to escalated customer issues related to the deployment, troubleshooting, and installation of solutions
- Track and monitor project status to ensure that deliverables are completed as scheduled
- Provide project support and assistance to team members.

Skills & Abilities:
- Must be fluent in English and able to communicate professionally
- Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues and clients at all levels
- Performance and metrics oriented
- Strong analytical and research skills. Can independently identify/resolve issues and configure to specifications the following technology: Networking including Switches, Routers, Servers, Firewalls, LAN, WAN, TCP/IP, DNS, VoIP, QoS, Windows, exchange, vmware, citrix, backup exec, outlook, active directory

Qualifications:
Experience: 5+ yrs working in a Technical Support Leadership Role and 5+ yrs working in a Help Desk role. Those with experience in the SMB market will receive immediate attention
Education: MS Server and Workstation certifications are required. Technical and/or Business post-secondary education is considered an asset as well.
Valid class 5 drivers license and access to own vehicle