Technical Team Leader (Stellenbosch Onsite) - Datafin IT Recruitment
Stellenbosch – Western Cape 16 days ago Permanent Salary - Market Related
Technical Team Leader (Stellenbosch Onsite)
Datafin IT Recruitment
Stellenbosch – Western Cape
Date Created : 16 days ago
Job Type : Permanent
Salary : Market Related
- Assist with escalations from 1st and 2nd line support engineers.
- Provide 2nd and 3rd Line datacentre, network, and security support.
- Where needed, escalate to 3rd Line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
- Manage and drive to resolution escalated incidents, problems, and requests.
- Professionally respond to and resolve / fulfil all incidents and service requests assigned.
- Remediate technical issues identified by audit risk findings and monthly reporting.
- Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
- Professionally respond to and resolve / fulfil all incidents and service requests assigned.
- Provide advanced-level of desk side support for desktop-related technical issues.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
- Identify opportunities to innovate, extend and enhance service delivery.
- Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
- Track and monitor service levels and implement action plans to improve.
- Proactive follow-up on escalated issues.
- Participate, lead, and initiate various projects to continually improve the customer environment.
- Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.
- Gauge the effectiveness.
- Adherence to process.
- Operate within process controls and apply due diligence in following standard operating procedures.
- Ensure that complete and accurate resolution descriptions are captured for each ticket.
- Ensure adherence to all customer and internal policies, procedures, and standards.
- Create and update documentation related to installation procedures and troubleshooting.
- Create system documentation for technologies, including installation, configuration, and appropriate troubleshooting steps.
- Ensure that all applicable site documentation and standard operating procedures are maintained up to date.
- Communication.
- Develops and maintains a professional working relationship in support of the Service Delivery Manager with the following:
- Clients
- End-users
- Supporting teams
- 3rd party vendors
- Communicate oral or written feedback and technical information to all levels.
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
- Manage customer satisfaction through effectively communicating and managing customer expectations.
- Matric Grade 12 (Compulsory).
- Tertiary IT qualification.
- Microsoft MCSA 2016 or equivalent.
- A least 10 + years’ experience supporting datacentre software.
- Extensive experience supporting Microsoft Exchange 2010 or higher.
- ITIL v2 Foundation
- Extensive experience supporting Active Directory and Hyper-V.
- Extensive experience supporting Multi-Vendor Hardware platforms.
- Own reliable transport and driver’s license.
- Analytical skills.
- Problem-solving.
- Adherence to strict IT policies.
- Teamwork.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
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