Technical Team Leader (Microsoft/VMware/Hyper-V)

DUTIES:

Escalation Management -

• Assist with escalations from 1st and 2nd line support engineers.
• Provide 2^nd and 3^rd Line datacentre, network, and security support.
• Where needed, escalate to 3^rd 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.

Problem solving -

• 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.

Own Root Cause Analysis and Problem Management -

• 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.

Service Improvement -

• 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.

Documentation –

• 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.

Creation -

• Create and update documentation related to installation procedures and troubleshooting.
• Create system documentation for technologies, including installation, configuration, and appropriate troubleshooting steps.

Maintenance -

• Ensure that all applicable site documentation and standard operating procedures are maintained up to date.

Relationship Management -

• 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.

REQUIREMENTS:

Qualifications –

• Matric \ Grade 12 (Compulsory).
• Tertiary IT qualification.
• Microsoft MCSA 2016 or equivalent.

Skills/Experience –

• 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.

ATTRIBUTES:

• 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.

---