Introduction
The IT Technical Team Lead responsible for ensuring that the iSON Group’s offices and its associated applications are fully functional at all times therefore contributing to the staff productivity and improving the quality of all outputs. He/she will work with the outsourced service providers recommending and implementing new systems and upgrades as appropriate. The team lead will also play an active role in the building and upgrading of the skills and knowledge of the IT technicians in the use of computers and relevant software applications as well as supporting a network of desktops, servers and associated printers and peripherals.
Duties & Responsibilities
Monitor helpdesk and ensure that incidents are logged and assigned to the team with the correct status
Availability Management and reporting (Server, LAN, WAN)
Provide 2nd and 3rd level technical support to the desktop support team
Assist the desktop team where needed and when needed
Resolve incidents and problems associated with end user computer equipment and software, and provide break/fix support, advice, and assistance to users.
Provide technical direction to the desktop team across multiple products and projects
Responsible for project delivery and progress reporting
Coordinate efforts with Third-Party service and maintenance providers as necessary to keep end user computers and software in good working order.
Perform proactive and reactive troubleshooting to effectively identify potential incidents and attempt to eliminate them before they occur. e.g. server disk space, certificates that expires
Assist with access to WAN, LAN, print, and file services, remote access, electronic mail replication and access to applications and infrastructure
Maintain a high degree of customer service for all support queries and adhere to all IT Service Management principles accordingly to ITIL framework.
Take ownership of Helpdesk incidents and proactively address incidents older than one day
Arrange for external technical support where incidents cannot be resolved in house.
Monitor infrastructure and respond to sms alerts on day to day basis.
Regularly report on service improvements and value ads implemented, and recommend actions to further improve performance.
Immediately address P1 and P2 until outage is resolved
P1 – Major system failure that effects entire business
P2 – Having a severe impact on some services availability
Desired Experience & Qualification
Secondary School Qualification
MCP /A+/N+; MCSE Qualification (advantage)
Min 3 to 5 years working experience in the call centre industry is a must
Display a strong technical and service orientation
Strive to meet and exceed expectations at all times
Ability to communicate well
Demonstrate good attention to detail
Virtualization and Cloud
Negotiable based on experience
Interested?
Please send your CV to BRakuba@csssolutions.co.za
