You will be part of our Team in Luxembourg and you report to the Service Delivery Manager of ECONOCOM PSF S.A.
Econocom is currently looking for one of their biggest client an inspiring Support Team Leader

Responsibilities:

• Supervise IT support team in scheduling and completing tasks and status reports, assisting with request, incident and problem management
• Monitor KPis and proceed to regular quality control, be active on the SLAs achievement,
• Contribute to create an environment that promotes positive communication, encourages bonding of team members and demonstrates flexibility.
• Manage resource allocation to scope and estimate user requests by determining their impact and costs
• Execute technical strategies and create process to increase efficiency and service quality
• Interface with other departments to resolve complex or emergent operational request
• Help the Support Team to research and identify solutions to software and infrastructure issues,
• Manage the troubleshoot technical issues, including mobile and IT devices, account setup, network configuration and virtual servers configuration
• Talk clients through a series of actions, either via phone, email or chat, until you have solved the technical issue
• Properly escalate unresolved issues to appropriate editors support team
• Provide prompt and accurate feedback to customers when needed
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports to the Service Delivery Manager and the customer’s IT Manager
• Supervise knowledge management and creation of manuals to the end users
• Maintain jovial and professional relationships with clients
• Report to Econocom PSF’s Service Delivery Manager

  Profile:

• Bachelor degree in Information Technology, Computer Science or relevant field
• 5+ years of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role, and at least 1+ year as Team Leader
• Knowledge and experience with Windows environments
• Prior experience in cloud computing platforms (Azure) and modern workplace (Microsoft 365)
• Ability to manage a technical team
• • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Additional certification in Microsoft solution and technologies, Azure technologies is a plus
  • Itil certified
  • English mandatory

   

We offer:
A competitive & challenging function in an innovative services company with room for initiatives.
An attractive salary package, company car, group insurance and extended hospitalization plan.
At Econocom you will operate in a professional environment where entrepreneurship is encouraged.

Location: Based in Luxembourg.
Contact:
Sébastien Missenard
Directeur PSF
Sebastien.missenard@econocom.com
T : +352 39 55 50 234
M : +352 621 146055