Вакансия на удаленке.
В IT-компанию Tibbo Systems открыта вакансия Head of Technical Support.
Tibbo Systems – ведущий российский разработчик софта для Интернета вещей. Компания занимается разработкой платформы AggreGate и ее продвижением по всему миру. AggreGate – это low-code платформа для IoT и цифровизации бизнеса, то есть среда разработки, развертывания и исполнения продуктов, сервисов и проектных решений.
Responsibilities:
- Ensure tech support for Tibbo AggreGate cloud web services and IoT platform corporate clients
- Organize and manage team of tech support specialists/help desk technicians
- Prioritize IT-related problems submitted to Help Desk and escalate when necessary, assign problems/tasks to tech support specialists
- Budgeting: preparing & controlling (P&L)
- KPI tracking: RPE, MPE, SLA
- Develop, implement, and continuously improve manuals, reports, knowledge base in order to ensure collaboration between the Technical support team and Delivery, Sales, R&D and Marketing divisions
- Manage your team: hiring, onboarding, professional development; workload and efficiency; motivation and retention; performance review; admin issues (holidays, days-off, sick leaves, etc)
Our Ideal Candidate:
- 3 years + as a Head of Support Team serving CORPORATE CLIENTS: B2B, product or IT monitoring companies
- Excellent oral and written Russian and English
- Strong expertise in managing Technical support team 24/7
- People management: goal setting, decision making, planning, delegation, control, feedback and motivation
- Ability to prioritize and manage tasks, excellent time management skills
- Team player, helpful, and problem-solver
- Autonomous, proactive
- Jira Service Desk: setting up and administration
Would be a plus:
- Use of ITIL/ITSM application
- Strong technical knowledge in networking systems: Windows and Linux OS administration, Apache, Nginx, MySQL/PostgreSQL and Cassandra databases, networks, troubleshooting, software development methodologies and DevOps, software development lifecycle
- Experience in organizing and supervising the 24h technical support team
- Information security: experience would be a plus
- Bash scripts, Powershell, OPC, ODBC, Modbus, HTTP, SNMP, WMI, JasperReports reports, HTML/JS/CSS/jQuery/TypeScript
- Basics of programming (OOP, data structures, algorithms, basics of database design) and diagnostics of Java applications
- Able to share knowledge with others
- Experience with a remote team within an international company
- AggreGate platform, SQL, JQL
- Knowledge of industry automation and automated process control systems
Оffer:
- 100% remote work
- Paid sick leaves and vacations (PLUS 4 paid days-off)
- Professional development and career growth
- Young, friendly, smart team