Roles and Responsibilities include:
· Define the technical process for each IT service, this includes email support, network support, hardware support, software support and more technical cloud solutions.
· Presales support the sales team by understanding the customer’s requirements and designing the right IT solutions in the proposal phase.
· Work closely with the Head of Operations to define the training requirements per IT service.
· Train and validate on-site resources before the on-boarding process
· Act as the second tier support to on-site technicians whenever they face an issue while carrying out their service.
· Work on defining new service opportunities and software/tools that can be utilized for customers.
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