Infrastructure Support Technician Leader
15 hours ago
A well established and trusted managed solutions provider specialising in cloud infrastructure and cyber security is looking for an Infrastructure Support Technician Leader to join their dynamic team.
**Requirements**:
- Matric/ Grade 12 Certificate
- Veeam Sales Professional
- Veeam Technical Sales Professional
- AZ-800: Administering Windows Server Hybrid Core Infrastructure
- AZ-801: Configuring Windows Server Hybrid Advanced Services
- Microsoft 365 Certified: Enterprise Administrator Expert
**Responsibilities**:
- Leading the Infrastructure Technician Support Team
- Coordinating support ticket flow throughout the Infrastructure Technician Team to ensure that internal OLAs and external SLAs are met.
- Coordinating escalations To and From the Infrastructure Support Technician Team
- Working closely with the Infrastructure Support Team Leader to ensure that all processes used by the Infrastructure Support Technician Team are thoroughly documented, consistently audited, and regularly improved.
- Training and mentoring direct reports where applicable
- Providing technical guidance on problems and questions
- Ensuring that all team members adhere to our client’s specific security and change request protocols.
- Provide 2nd line support on infrastructure-related requests from clients when required
- Perform scheduled after-hours work as and when required.
- Participate in standby on a weekly rotational basis
- Perform root cause analysis on system-generated alerts and problem requests.
- Driving the behaviour to always keep IT Glue documentation up to date when changes were made in a client environment.
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