IT - Tier 2 Team Leader
Telus International

Job Info

---

Description and Requirements

Specific Responsibilities May Include:

• Supervise the IT Support Analysts assigned team and direct their daily activities
  
• Work with the Client service team when communication with the internal and external customer is required
  
• Monitor Technical Support ticket system queue and cases
  
• Assist IT Support Analysts on complex tasks and take care to escalate it to Tier 3 Level Support
  
• Follow and enforce all IT policies and procedures
  
• Responsible for ensuring all the IT services are running as expected as well to address new requirements and engage other IT departments as needed
  

Required Experience, Skills & Competencies:

• Minimum of 1 year experience as a similar position or 2 year as a IT Support Analyst at TELUS International - Required
  
• Strong IT troubleshooting (Hardware/Software and Networking)
  
• Be able to participate in our 24X7 rotation schedule (nights,weekends, and holidays
  
• Experience PC skills (installation, configuration, troubleshooting, and maintenance)
  
• Experience using Windows 10 Pro or above, and Windows Server
  
• Microsoft Office Suite - required
  

Preferred Experience, Skills & Competencies:

• Knowledge of Linux/UNIX is - Desirable.
  
• Knowledge of Virtualization technologies under windows and Linux - Desirable
  
• Technology monitoring skills are desirable
  
• Planning & Organizing
  
• Leadership skills
  
• Teamwork
  
• Problem Solving
  
• Collaborating
  

• Client service oriented
  
• Strong verbal and written communication skills.
  

• Autonomy
  
• Strong interpersonal and customer service skills
  
• Faster adaptation to technology changes
  
• Demonstrating Integrity
  

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity
  
• We have a passion for growth
  
• We believe in spirited teamwork
  
• We have the courage to innovate
  

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Transfer Eligibility Requirements:

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Have been in their current role for a minimum of six (6) months
  
• Have no active Hint 2 or 3
  
• Be meeting or exceeding performance requirements
  

Additional Job Description

Position Overview: IT Operations Team Leader is responsible for planning, directing, and coordinating the service support technology for a designated site/office. Make and expand communication with customers. Monitor the provision of services to a wide range of equipment workstations; this includes maintaining all hardware, software, and applications that the end users interact with, as well as troubleshooting all issues reported by the end users, clients, or customers, and then, determining if they can resolve the issue or, if necessary, escalate the issue to the appropriate group within IT. The Team Leader will also be required to participate in IT projects and initiatives based on business needs. The IT Operations Leader is also responsible for acting as IT POC for both local and remote stakeholders.

This job has expired.