About the role
- Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction set for the team. - Monitor and submit reports about Team’s performance progress on action plans communicated by management team. - Delegate tasks for tickets, dispatches and PICs to members and assist them for any job related inquiries. - Proactively works on tickets and responds to emails and urgent cases for all brands. - Oversee the team and make sure all brands are taken care of. - If no NOC agent is available, works on dispatch or PIC cases. - Works with Project Manager and Brand Leads for ticket scrubbing and sends hand off report before end of shift. - Access to updated policies and team performance. - Provide coaching, refresher, training, feed backing on quality failures and under performance. - Receive and provide feedback to Supervisor and Manager about objectives and action plans. - Feedback to Account Supervisor and Manager. - Facilitate team huddles and provides feedback to members. - Facilitate team socializations
Requirements
- Tier 3 certification or industry standard certification, not limited to Cisco CCNA is required. - Minimum of 2 years on a Level 2 technical helpdesk experience .
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