Technical Team Lead Stellenbosch

4 weeks ago


Cape Town, South Africa Data Centrix Full time
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.


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