He Support Manager is responsible for the implementation and management of the overall IT infrastructure for the company. This includes but not limited to the following: help desk support, network security and IT purchasing. The Support manager is also responsible for coordinating with team members to resolve client issues in a timely manner at all times. The support manager also serves as a link between business management and clients and plays a critical role in business communication.
Responsibilities: • Work effectively with Account managers, Accounts and developers to provide excellent service delivery • Cross and up sell whenever the opportunity presents itself • Prepare a budget for ExplainerDC IT needs within available resources. • Provide day to day support to all client requests and escalate where necessary • Prepare and submit monthly report to management on issues relating to clients and internal IT support • Implement new software’s and carry out upgrades where required • Research and report on new technological improvement that can improve overall working environment Skills and Qualifications • Experience with writing reports and proposals/quote • Strong verbal and communication skills. • Ability to work under pressure and meet set timelines • Good interpersonal skills to be able to work with other team members • Be proactive and be able to work on own initiative
Qualities: • Microsoft Certification is an added advantage • CCNA is a plus
EXPECTATIONS • Demonstrate an excellent understanding of ExplainerDC Products and Services • Demonstrate ability to deliver results in a timely fashion • Demonstrate ability to handle multiple responsibilities in an effective manner
ADDITIONAL REQUIREMENTS Should have knowledge of: • Server administration, this is; Windows and Linux • Network administration: configuring, monitoring and troubleshooting internal network. • Extensive knowledge of Email administration, POP3/ IMAP • Microsoft products ie Office 365 deployment and administration, Desktop applications • Cloud hosting experience, must be well versed with the cloud storage solutions eg AWS, Box. • Backup solutions, eg Windows backup, Cloud backup • CMS, troubleshooting experience ie kentico and wordpress • DNS management • Hosting control panels eg WSP, ISPConfig • Monitoring tools, ig WHMCS, Nagios and other network tools • Providing expertise advice on hosting to clients.