Senior Specialist - Licensing Systems Support

KEY RESULTS ACCOUNTABILITIES:

# Coordinate a team of tech support specialists/help desk team.

# Prioritize licensing systems related problems as they come in to Help Desk and escalate when necessary.
# Assign problems/tasks to tech support specialists.
# Regularly analyze and review logs to determine if problems are imminent and develop solutions before, they occur.
# Analyze situations and determine resources needed to solve them.
# Follow up with RTA business departments to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions.
# Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records

KNOWLEDGE,SKILLS AND EXPERIECE:

Education:
# Bachelors’ /Masters’ degree in Information Technology, Computer Science, or Computer Engineering.

Experience:
# Bachelors’ degree: 8 years of working experience.
# Masters’ degree: 6 years of working experience