Related tasks:

• Lead the first and second-level support teams, reviewing and managing the service response levels.
• Monitor customer satisfaction to ensure SLA and KPI are met.
• Provide guidance to clients to assist with planning and acquisition of IT equipment.
• Deal with customer issues and develop individual and team objectives to support system processes and enhancements.
• Standardise Processes to provide consistent and quality Technical Support.
• Analyse Trends, Issues and Support.
• Recommend Enhancements and Improvements.

• Possess strong knowledge in IT infrastructure & Telecommunication, with good people management skills to work along with internal and external teams including the ability to communicate at all business levels.
• Be technically minded to aid in management decisions on the technical aspect of the business with a background preferably in the security sector.
• Strong understanding of general network technologies(LAN, WAN, WLAN, Proxy, SSL,PKI etc.),in addition to knowledge on various network security technologies e.g. Firewall, Web filtering, Vulnerability Management, Penetration Testing etc.