Tier 1 Support Lead Jobs

On behalf of our healthcare client, Affinity is looking for a Tier 1 Support Lead to lead a team of Tier 1 support technicians, ensuring they are providing quality support to customers.

Responsibilities:

• Managing incoming support requests and ensuring they are resolved within agreed service level agreements (SLAs)

• Troubleshooting technical issues and identifying root causes of problems

• Documenting and communicating technical solutions and workarounds to Tier 1 support technicians and customers

• Coordinating with other teams and departments to resolve issues that require escalation

• Monitoring and analyzing support metrics to identify areas for improvement

• Developing and implementing support processes and procedures to ensure efficient and effective support delivery

• Providing regular reports to management on support activities, metrics, and trends

Qualifications:

• Excellent communication and interpersonal skills to effectively manage a team and interact with customers

• Strong technical knowledge of the platform being supported, including its architecture, configuration, and integration points

• Proficient in troubleshooting technical issues and identifying root causes of problems

• Ability to work well under pressure and manage multiple priorities simultaneously

• Experience in developing and implementing support processes and procedures to improve support delivery

• Knowledge of ticketing systems and other support tools and technologies

• Understanding of ITIL framework and service management best practices

• Strong analytical and problem-solving skills to quickly identify and resolve complex issues

• Experience managing a help desk or other sorts of leadership would be an asset

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity:

Affinity Group is a full-service Information Technology services and staffing company. We believe recruiting is about creating long term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on five core principles: Transparency – Flexibility – Efficiency – Agility – Inclusivity.

We teamed up with ClimatePartner on 2022 to offset our emissions and move toward being a more environmentally friendly company and we are proud to now be officially Carbon Neutral Certified.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 8469