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Technical Team Lead

1 month ago

Cape Town, Western Cape, South Africa Datacentrix Full time

Datacentrix Cape Town is looking for a Technical Team Lead to be based at our client site in Stellenbosch. The successful candidate will be responsible for providing Senior Enterprise Server support to the clients, including software support services such as Microsoft Windows Server, VMware, Veeam, Microsoft Exchange, and Hyper-V. The individual will also be responsible for troubleshooting hardware issues across platforms such as HPE, Dell, Lenovo, Huawei, IBM, etc. A strong cross-skill will be advantageous.

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:
  • Provide advanced-level 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, opportunities for improvement, and value that can be derived.

Please send your CV if interested or kindly refer others: Lmalatjie@datacentrix.co.za

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