Team Leader: Technical Support

1 week ago


Stellenbosch, Western Cape, South Africa Capitec Bank Full time
Job title : Team Leader: Technical SupportJob Location : Western Cape, StellenboschDeadline : March 26, 2025Quick Recommended Links
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Purpose Statement

  • To ensure users within Capitec Bank are fully operational and supported through leading technical support teams and ensuring delivery on operational workload in line with SLA agreements. 
  • Engage with relevant Business units to understand the clients need
  • Lead the delivery of IT-facilities and projects, and ensure asset management lifecycles are applied within the organization.
  • Ensure teams adhere to processes and that risks are mitigated.
  • To lead the delivery of technical / desktop support to users at Capitec Retail and Business Retail Centres and ensure that faulty equipment is repaired by suppliers according to SLA and standards.
  • Liaise with vendors regarding technical changes and support.
  • Incident and Problem management analysis.
  • Effectively lead the Technical Support team to contribute to the business objectives by enabling engineers to meet agreed-set targets while focusing on internal client service and support.
  • Providing detailed reports and trend analysis to inform managerial decision making.
  • Provide technical leadership from a solutions perspective to technical support teams. This will include solutions design where needed, technical incident and problem resolution and technology guidance to enable delivery their clients.

Experience

Minimum:

  • 5 Years' minimum experience in a corporate technical support environment which should include the following: 
  • Experience of managing and leading people/teams | overseeing and validating work of others
  • Experience in supporting executive management end-users. 
  • 4 Years experience working with knowledge related to Microsoft and Apple hardware and software technology. 
  • 4 Years' experience in knowledge of diagnostic principles and troubleshooting using technology tools. 
  • 5 Years' experience in client relationship management practices and principles  
  • ITIL v4 Foundation 
  • AWS Certification 
  • Client relationship management practices and principles.

Qualifications (Minimum)

  • A relevant qualification in Information Technology - Technical Support or Information Technology - Computer Science

Qualifications (Ideal or Preferred)

  • Bachelor's Degree in Information Technology - Technical Support or Information Technology - Computer Science

Knowledge

MINIMUM:

  • People / team leadership and management practices and principles
  • Regulatory requirements, compliance standards in a technical environment
  • General operations management practices and principles and stakeholder and client management
  • HR principles and processes
  • Client service principles and practices
  • Advanced knowledge in a corporate technology support environment 
  • Knowledge related to end-user computing devices and peripherals (including desktop and laptop technologies). 
  • Advanced Knowledge Microsoft hardware and of Microsoft and Apple software technology. 
  • Basic Advanced knowledge of diagnostic principles and troubleshooting

Skills

  • Communications Skills
  • Analytical Skills
  • Negotiation skills
  • Leadership Skills
  • Interpersonal & Relationship management Skills
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