Responsible for:

• Provide technical support to customers to troubleshoot and fix technical problems of IT systems covering servers, storage, virtualized platforms, HCIs, backup & recovery, network solutions, Windows and Linux systems, and popular system management tools.

• Identify and resolve customers' problems effectively and efficiently to help customers restore their IT services in a timely manner.

• Lead in efficient communication and coordination with customers and vendors to resolve critical incidents.

• Maintain and improve SLA escalation mechanisms, ensuring timely resolution and customer satisfaction.

• Maintain compliance with ISO20000 standards.

• Chart the technical development of team members to meet new needs in IT solutions.

• Provide support in presales activities including solution presentation, proposal composition, and demonstration.

Required Skills & Qualifications:

• Degree in IT or relevant qualifications.

• More than 7 years of IT experience in Customer Service & Support with at least 2 years in a supervisory role.

• Solid experience in Server Virtualization platforms (e.g., VMware), Storage Systems (e.g., NetApp), backup & restore solutions, Windows Server, Linux, networking products, and popular system management tools.

• Experience in supporting Government customers with their IT systems is an advantage.