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Head of Technical Support (Monitoring) Team
TelCell
18 Jun 2020

Head of Technical Support (Monitoring) Team

Company: TelCell CJSC
Location: Yerevan, Armenia
Duration: Permanent
Start Date: ASAP
Deadline: 09 Jul 2020

JOB DESCRIPTION: 

The Head of Technical Support (Monitoring) Team is responsible for leading Technical Support team, for overseeing the day-to-day activities of Technical Support and Monitoring departments, for handling high-priority issues from customers and for contributing to the development and execution of business management. The Head of Technical Support (Monitoring) Team will report directly to the IT Director.

RESPONSIBILITIES: 

- Lead and mentor the Technical Support team; perform scheduled staff reviews, communicate and adhere to new procedures, policies and goals;
- Support the development and implementation of business management programs, contribute to development of the business;
- Oversee the day to day running of the Technical Support and Monitoring Department consisting of seven technicians;
- Establish, recommend and implement policies to ensure quality, timely and efficient design of customer oriented services;
- Ensure the timely and efficient resolving of issues from customers;
- Prepare and submit reports on the works;
- Teach/ mentor new employees;
- Work in collaboration with heads of other departments;
- If necessary, take new responsibilities according to existing laws and internal regulations.

REQUIRED QUALIFICATIONS: 

- Degree in Computer Science or a related field;
- Work experience as a Technical Support Manager, IT Help Desk Technician or in a similar role is a plus;
- Hands-on experience with Windows;
- Good understanding of computer systems, mobile devices and other tech equipment;
- Ability to diagnose and troubleshoot basic technical issues;
- Familiarity with remote desktop applications and help desk software (e.g. Zendesk);
- Analytical and problem solving skills within a technical environment;
- Keenness and enthusiasm to learn, progress and have a company focused attitude;
- Ability to provide step-by-step technical help, both written and verbal;
- Knowledge of English and Russian languages;
- Ability to work within deadlines, under pressure and in different directions simultaneously;
- Willingness to integrate into a big rhythmic team;
- Ability and willingness to work with a group;
- Adherence to higher ethical working standards such as discipline, punctuality and responsibility, ability to achieve results, confidentiality;
- 24/7 availability.

APPLICATION PROCEDURES: 

Interested candidates who meet the requirements, are encouraged to send their updated CV entitled “Head of Technical Support (Monitoring) Team” to: career@telcell.am . Please, indicate the name of the position ("Head of Technical Support (Monitoring) Team") in the subject line of the e-mail. The Company is grateful to all interested applicants; however, only shortlisted candidates will be contacted for the interview.

Please clearly mention in your application letter that you learned of this job opportunity through Career Center and mention the URL of its website - www.careercenter.am, Thanks.

REMUNERATION/ SALARY: 

Competitive

OPEN TO/ ELIGIBILITY CRITERIA: 

Everyone with relevant experience

ABOUT COMPANY: 

TelCell CJSC is a system of payments intake in Armenia, covering the capital city and all the marzes of Armenia. TelCell's processing center is serving also in the territory of Artsakh. For more information about the Company, please visit: www.telcell.am.