Technical Team Lead Stellenbosch

Qualifications Matric / Grade 12 and relevant IT qualification 10 years experience supporting datacentre software Microsoft MCSA 2016 or Equivalent 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 Role Description Escalation Management: Assist with escalations from 1st and 2nd line support engineers. Provide 2nd to 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. 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. Root Cause Analysis and Problem Management Provides 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. Tracks and monitors service levels and implements 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.

Location: Cape Town City Centre, ZA

Posted Date: 12/21/2024