Systems Support Engineering Supervisor

Description

We are seeking a System Support Engineering Supervisor who is committed to leading and managing a customer focused Support team in a dynamic environment.

As the Systems Support Engineering Supervisor you will strive to improve departmental service and performance, reduce costs through efficient utilisation and management of support systems; and maximise business productivity by having the responsiveness and flexibility necessary to meet changing production demands.

Key responsibilities include:

• Manage and monitor performance, quality, and completeness of work within the Systems Support Engineering Team to ensure that team goals for responsiveness, quality, and service levels are met or exceeded.
• Monitor incoming requests, and delegate work efficiently to ensure successful completion of projects and tasks across crew members of all skill levels.
• Refine time management skills to consistently meet service level goals, and supervise time management across all Technical Support personnel.
• Effectively manage time for team and oneself.
• Provide first level of escalation for sensitive or technically difficult problems.
• Investigate issues, documenting the problem(s) and resolving when possible.
• Provide the critical customer service interface between IT operations and production staff including animators, compositors, coordinators & producers to meet daily support needs
• Participate in the recruiting and interview process for new employees as required.
• Provide management with reports on support team performance when requested.
• Ensure accuracy of hardware and software database information related to support calls.
• Effectively manage multiple activities/tasks simultaneously in a fast-paced high-pressure environment while maintaining a high level of quality.

To be successful in this role you will have:

• Experience in a similar role
• BS/MS or equivalent knowledge and experience is required in Computer Science, Computer Engineering, Information Engineering
• Creative industry experience (desirable but not essential)
• Strong knowledge of Windows operating system usage and support required. Experience in Macintosh and Linux support preferred.
• Strong understanding of desktop and server relationships and operating systems required.
• Working knowledge of the following areas: DNS, FTP, HTTP, Apache, Mozilla, software installation as a minimum.
• Excellent communication and interpersonal skills.
• Excellent prioritisation and multitasking skills.
• Strong hands-on technical abilities