Job Summary:
The point of sale Team Lead is responsible for leading and supporting client's infrastructure environments according to best practices, while ensuring high levels of system availability and performance.
Is also responsible of leading the Point-of-Sale (POS) System Administrator team according to the company goals, ITIL best practices aiming to ensure customer satisfaction.
**Responsibilities**:
- Provides L1/L2 troubleshooting and manages the servers and operating systems, including installation, upgrades, troubleshooting, patching, backup, and recovery.
- Proactively ensure the highest level of systems and infrastructure availability.
- Work closely with and in support of the IT Service Desk, Engineering team and vendors to expedite issue resolution.
- Review logs of events regularly depending on their organization/clients' requirements.
- Plan, coordinate and prioritize workload, shifts and capacity.
- Look after the quality of work and compliance in accordance to documented procedures, policies, and goals.
- Perform analysis and reporting of different metrics of team performance and incident handling
- Advocate for and support the personal and professional development of the team Members
- Support the overall management and process improvements in accordance with company goals.
- Lead and/or support hiring and onboarding of new staff members.
- Follows up team members yearly goals.
- Contributes and coordinates and foresee the development, review and curation of documentation to strengthen the knowledge database.
- Conducts monthly, midyear and annual reviews.
- Receives services for onboarded clients and ensures that the team can deliver.
- Act as Incident Manager for Major Incident outages.
Skills and Experience:
- English - Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- Computer Science, Engineering or IT Technical degree or equivalent working experience, desired.
- At least 4+ years of experience in related field
- 2+ year on leading teams' roles
- Basic knowledge of the ITIL framework.
Certified is preferred
- Basic understanding in infrastructure operations management, with knowledge in backup, antivirus, and patching.
- Familiar with cloud computing concepts and basic operations.
- Basic windows server administration with basic knowledge of networking infrastructure.
- Proficient in Microsoft Office Suite
- Knowledge about one-on-one techniques.
- Strong influencing skills
- Excellent communications skills.
- Flexible schedules.
- Exceptional dedication to create customer satisfaction
- Experience in installing and supporting POS systems in a retail environment is a plus.
LI-MM1