Team Leader: Technical Support

6 months ago


Menlyn Park, South Africa Assupol Life Ltd. Full time

1. Lead Technical Support Team
- Provide reports to management on call closure status and first line support related matters
- Implement processes to ensure calls are closed timeously
- Liaise with all necessary stakeholders and provide feedback to business and IT Management
- Ensure jiras are dealt with and closed timeously
- Assign jiras
- Monitoring (e.g. Boardrooms)
- Escalation of calls to 3rd line and other Teams.

2. Provide hardware and software support (LAN & WAN)
- Install software
- Troubleshooting (TCF)
- Assemble computer
- Repairs & maintenance of hardware & peripherals
- Installation & maintenance of cabling
- Maintain inventory for software & hardware (TCF)
- Desktop patch management

3. Provide 2nd line support to users
- Investigate and provide solution (TCF)
- Communicate with users on incident logged (TCF)

4. Finance, procurement and asset management
- Ensure that end user equipment (e.g. laptops and desktops) are procured timeously
- Obtain quotes and provide IT Management Team with quotes and recommendations of assets to procure
- Works closely with the asset management team to ensure that assets are tracked and managed.

KNOWLEDGE AND SKILLS

FORMAL EDUCATION
- National Diploma in IT (advantageous)

TECHNICAL/LEGAL CERTIFICATION
- A+
- N+

EXPERIENCE
- 5 Years’ Experience in 2nd & 3rd line support
- Team lead experience



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