Head of Support team (remote)

☑ Основной блок:

Опыт работы: 3–6 лет.

Тип занятости: полная занятость.

График работы: удаленная работа.

Зарплата: по результату собеседования.

Примерное место работы: Россия, Москва.

☑ Актуальность объявления:

Это объявление № 24317668 добавлено в базу данных: Суббота, 15 марта 2025 года.

Дата его обновления на этом интернет-ресурсе: Воскресенье, 16 марта 2025 года.

☑ Репутация компании "Tibbo":

Читайте свежие отзывы сотрудников об этом работодателе здесь!

Оставить своё мнение об этой компании можно тут без регистрации и бесплатно.

☑ Подробности о вакантном месте:

We are Tibbo Systems!

Tibbo Systems - international company leading in hardware and software solutions for the Internet of Things (IoT), IT infrastructure management, industrial and building automation, remote monitoring and service, physical access control, and data center management.

Our Head of Support Team is a business-oriented person who understands how to help effectively our clients and partners to create and manage their services, and how we can build a fast-growing international business.

We are looking for an experienced Head of Support Team to join our team!

We welcome a person who is not just interested in “quickly solving tickets" but for a partner who believes in our product, and in its future.

Responsibilities:

• Ensure tech support for our cloud web services and IoT platform Tibbo AggreGate corporate clients.

• Organize and control a team of tech support specialists/help desk technicians.

• Prioritize IT-related problems as they come in 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 technical documentation, manuals, contracts, reports, knowledge data in order to ensure collaboration between the Technical support team, and Delivery, Sales, R&D, Marketing divisions.

• People management: hiring, onboarding, professional development; workload and efficiency; motivation and retention; performance review; admin issues (holidays, days-off, sick leaves, etc).

• Product trainer for colleagues and clients.

• Promote and develop our PROFESSIONAL COMMUNITY

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Computer Networking, and Hardware or IT related field.

• 3 years + as a Leader of Technical Support Team or relevant position in the Software Engineering Department serving corporate clients: B2B, big IT infrastructure, and highload cloud services.

• Ability to diagnose hardware and troubleshoot technical issues.

• Management skills: goal setting, decision making, planning, delegation, and control, feedback and motivation.

• Strong analytical skills.

• Ability to prioritize and manage tasks, excellent time management skills.

• Exceptional customer service skills.

• Outstanding communication skills, stress management.

• Team player, helpful, and problem-solver.

• Autonomous, pro-active.

• Jira Service Desk: setting up and administration.

• Excellent oral and written Russian / English.

Would be a plus:

• Use of ITIL/ITSM application.

• Professional certifications such as Linux, Cisco or Unix will be preferred.

• 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.

• Product trainer (in class and online), 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.

We offer:

• Remote work.

• Employment contract (RF).

• Paid sick leaves and vacations (PLUS 4 paid days-off).

• Professional development and career growth.

• Young, friendly, smart team.

☑ О компании:

Логотип (эмблема, торговая марка, бренд) компании:

Сфера деятельности компании: Информационные технологии, системная интеграция, интернет; Электроника, приборостроение, бытовая техника, компьютеры и оргтехника; .

☑ Отклинуться сообщением, резюме, запросить телефон, отправить жалобу (претензию):