Technical Support Specialist - Lead

Are you knowledgeable about computer systems, electronic systems, and software applications? Can you educate people, answer questions, and troubleshoot any related problems about technology-based products and services? We are looking for a Technical Support Specialist - Team Lead, based in Auburn Hills, MI, to solve technical problems and provide support for all assigned areas.

About the Role

How you will contribute

Lead the Technical Support Services Team
•   Manage the on-call scheduling for a NA support team
•   Keep the NA TSS manager informed of ongoing team issues
•   Ensure that team members submit their travel expenses in a timely fashion
•   Ensure that team members are scheduling their vacation, so all entitlements are used in a single calendar year.
•   Provide training to team members to ensure they are prepared to provide 2nd level support during incidents
•   Ensure that all TSS team members are following the change management process
•   Ensure that all TSS team members are aware of and following Incident Management process
•   Provide semi-annual performance feedback to your team
•   Provide resources, as required, to support launches and other IT projects
•   Ensure all TSS tickets are closed according to the standing KPIs

Site and Project Support
•   Carry out work and implement standards as established by the System and Network Engineering Teams in regard to planning and supporting the plants in the areas of Desktop, WAN, LAN , Servers, and Disaster Recovery
•   Provide second level diagnostic support along with the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers
•   Provides onsite support for new site launches, server and network refreshes
•   Provides support for other projects as required

Documentation
•   Captures site specific network, server, and end device documentation
•   Creates / updates work instructions for new tasks or as the steps for existing tasks are modified
•   Ensures all documentation is in the proper format
•   Ensures all documentation is stored in the location identified by the TSS Team Lead

Your Key Qualifications
•   A bachelor's in computer science or a combination of equivalent professional training and certifications, combined with a minimum of two years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted.
•   Solid attention to detail and the ability to create and document process and procedures.
•   Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
•   The ability to work within a very demanding environment and handling stress in a positive manner and maintain a high degree of confidentiality.
•   Excellent organizational and problem solving skills.
•   Ability to handle multiple tasks.
•   Strong written and verbal skills in English.
•   A strong understanding and working knowledge of desktop hardware, operating systems and software.
•   A good understanding of network systems and protocols as well as server hardware and operating systems.

Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World
We are the leading provider of worldwide smart end-to-end supply chain logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions. Both syncreon and Imperial are part of our family.

We deliver these services through an interconnected global network of 295 business units in 78 countries across six continents, with a significant presence both in high-growth and mature markets. Wherever we operate, we integrate sustainability and responsible corporate citizenship into our activities, striving for a positive contribution to the economies and communities where we live and work.

Our dedicated, diverse and professional team of more than 97,657 from 158 nationalities are committed to delivering unrivalled value to our customers and partners. We do this by focusing on mutually beneficial relationships – with governments, shippers, traders, and other stakeholders along the global supply chain – relationships built on a foundation of mutual trust and enduring partnership.

We think ahead, anticipate change and deploy industry-leading digital technology to further broaden our vision to disrupt world trade and create the smartest, most efficient and innovative solutions, while ensuring a positive and sustainable impact on economies, societies and our planet.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

Nearest Major Market: Detroit
Job Segment: Technical Support, Logistics, Supply Chain, CSR, Network, Technology, Operations, Management

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