Job brief

We are looking for a Team Manager to provide enterprise-level assistance to our customers, resolve network issues, configure operating systems and using remote desktop connections to provide immediate support.

Responsibilities:

- Minimum 3- 5-year previous IT Tech support lead/manager experience
- Reporting and data analysis skills
- Excellent communication skills and customer handling skills.
- Excellent organizational skills
- Incident Management experience Managing incidents including business expectations and communication.
- Excellent excel and presentation skills.
- Experience in collaborating with internal and Operations teams.
- Responsibilities managing complete tech support team members
- Experience with Knowledge management
- Experience in Vendor management
- Strong customer service, analytical, and problem resolution skills required.
- Experience in Service Desk application, KPI and SLA reporting.
- Imperative to be able to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed in a timely manner.
- Must be able to manage effectively overall team stress and coach staff on stress-management techniques.
- Effective verbal and written communication skills are critical to keep upper management informed, influence decisions and develop healthy business relationships with our company’s leaders
- Good-to-Have: An ITIL V3 / V4 Foundation qualification is preferable but not essential Knowledge of ITIL Processes – Request, incident, problem and asset management.
- Project management experience
- Knowledge of cloud-telephony tools from reporting perspective




- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.
- Alert team members of trending issues and share new-found knowledge as applicable.
- Accurately document details of issues, steps taken, follow up conversations, escalations, and resolution.
- Acts as a technical expert and provides support to end users.
- Advocate for customers in engineering roadmap planning.
- Participates in the creation and maintenance of knowledge database content.
- Reproduce customer cases for detailed troubleshooting and analysis. This may include writing or modifying code or simulating node failure situations.
- Using technical ability to resolve highly complex issues for enterprise solutions.
- Acts as focal point for large account IT problem resolution.
- Ability to triage and work on incoming issues to bring them to quick resolution per our SLA utilizing robust troubleshooting skills.
- Ability to travel, work after hours and be part of an afterhours (on-call) rotation. (US Hrs.)




- Should work on Weekends.

Requirements:

- 8+ years’ experience managing and troubleshooting Server and Windows systems applications.
- Ability to exercise judgment to determine appropriate solutions for customer’s technical issues.
- Telephony: Understanding of SIP, WebRTC, VoIP, analysis, troubleshooting call quality,
- Take complete ownership of supporting customer VoIP deployments by debugging issues and providing fixes.
- Should have basic knowledge in Azure, Microsoft Intune -MDM, Device Enrollments.
- Valuable troubleshooting skills in VMware, Citrix workspace, RDP system-based applications.
- Familiarity with DNS, Active Directory Services and protocols like SMTP, SNMP, etc.
- Promotes and solicits ideas within project team(s).
- Ability to handle critical customer issues/problems.
- Intermediate knowledge of hardware.
- Demonstrated proficiency with the following Technical Skills.
- Should have good Knowledge of TCP/IP networks and identifying the site down issues.
- Good verbal communication skills.
- Understanding of Firewall’s, DLP, EDR, Proxy concepts.
- Experienced in resolving issues affecting customer satisfaction.
- Working hours for this role varies depending on covering 24/7, With 2 Fixed week offs in a week.
- Fundamental understanding of ITSM, ITIL, or CMDB.

Required Skill Set: MS Office, Windows Troubleshooting, ITIL, Basic Networking, Understanding on EDR , DLP Tools , Firewalls , VMware/ Citrix workspace Client setup troubleshooting , Active Directory, Basic Concepts of O365 Exchange admin, Microsoft MDM & Intune.

📌 IT Manager (Visakhapatnam)
🏢 Infinx
📍 Visakhapatnam