Swift Worldwide
Resources recruits for multinational oil and gas company:
IT CLIENT
SERVICES MANAGER - BRAZIL
Responsibilities:
Liaise with Regional
Manager and Internal Customers, Take Specs for Severe Issues, Market ITSC, and
Keep Constant Communication
Lead Team Members at
Varying Levels from Technicians to Technical Admins For Optimal Performance
Communicate
Direction of Client Services in the Region and Deliver Leadership Initiatives to
Ensure Success of Team
Maintain Team
Support by Assisting or Personally Handling High Priority Tickets Escalated in
Risk
Assist Network
Engineers with Issues such as LAN, PBX and COM Systems
Lead Project Based
Performs Installations, Maintenance, and Repair of all Computers and Peripherals
Assists Systems
Administrators by performing routine tasks such as: changing backup tapes,
performing data backups and data restores user account management, user storage
management and print queue management in the Microsoft Server
Create, respond, and
escalate tickets as necessary to the proper support groups
Participates in the
modification, repair, and preventative maintenance of telecommunications and
data communication equipment
Provide exceptional
customer service and technical assistance to large campus of users
Provide timely and
detailed documentation in Incident tracking system
Work with
development and infrastructure teams to resolve escalated technical problems
Requirements:
Fluent
English
Extensive Experience
within an Information Technology Department
Experience with
Computer Hardware and Software to include: PC Hardware, Networking,
Installations, Software Packages, Citrix, Great Plains, etc
Experience in a
Leadership Role with Various Size Teams
Leadership
Experience within a Technology Call Center Environment
Excellent
Communication Skills: Verbal – Written – Face to Face
Excellent Experience
conducting Conflict Resolution and Mediation Methods
Excellent Knowledge
of Windows Client Operating System and MS Office Suite
Experience with
Ticket Tracking Software (MS Service Manager, Remedy, Etc.) and/or Process and
Procedures
Certifications and
Training with any or all of the following: MCP, A+, NET+, MCDST, HAD, HDI, etc.
Experience with
Technical Support Practices such as: Ticket Documentation, Service Level
Agreements, Statistics, and Escalation Processes
Education:
Bachelor's Degree or Equivalent Experience Required; Technology Field Preferred
Work
Location(s): Brazil
Office
CVS must be sent in
English to blopes@swiftwwr.com with
expectation salary.