Fso Lead Milano

Fso Lead
Milano
Lombardia, Milano

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

- 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

- SME for all processes

- IMAC - Supplier/Logistics/Client Advice/Moves Management.

- 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.

**Job Type**: Permanent

Ability to commute/relocate:

- Milano, Lombardia: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Technical support: 5 years (preferred)

- troubleshooting: 3 years (preferred)

- Customer service: 3 years (preferred)

- IT: 5 years (preferred)