Hard Skills
AdvancedIncident ManagementThe process of managing the lifecycle of all IT service disruptions to restore normal service operation as quickly as possible.
AdvancedSLA Monitoring and ReportingOverseeing Service Level Agreements to ensure that support response and resolution times meet established standards.
ExpertTechnical TroubleshootingAdvanced diagnostic skills to resolve complex hardware, software, and network connectivity issues escalated from Tier 1.
IntermediateKnowledge Base ManagementOverseeing the creation and maintenance of technical documentation and FAQs for both technicians and end-users.
Soft Skills
IntermediateTeam LeadershipThe ability to guide, mentor, and motivate a group of support technicians to achieve operational goals.
IntermediateConflict ResolutionThe capacity to handle disputes between team members or de-escalate interactions with frustrated end-users.