- Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction set for the team.
- Monitor and submit reports about Team’s performance progress on action plans communicated by management team.
- Delegate tasks for tickets, dispatches and PICs to members and assist them for any job related inquiries.
- Proactively works on tickets and responds to emails and urgent cases for all brands.
- Oversee the team and make sure all brands are taken care of.
- If no NOC agent is available, works on dispatch or PIC cases.
- Works with Project Manager and Brand Leads for ticket scrubbing and sends hand off report before end of shift.
- Access to updated policies and team performance.
- Provide coaching, refresher, training, feed backing on quality failures and under performance.
- Receive and provide feedback to Supervisor and Manager about objectives and action plans.
- Feedback to Account Supervisor and Manager.
- Facilitate team huddles and provides feedback to members.
- Facilitate team socializations
Requirements
- Tier 3 certification or industry standard certification, not limited to Cisco CCNA is required.
- Minimum of 2 years on a Level 2 technical helpdesk experience .