Field Engineering Team Lead
2 weeks ago
**Line Manager**: Facilities and Field Engineering Manager
**Direct Reports**: Field Engineers - Inland
**Job Specification**:
**Key Performance Areas**:
- Management of performance and set direction and priorities of the Field Engineering Team - Inland, assigning clear accountability and performance expectations.
- Review performance and address underperformance when needed as they relate to both daily operations as well as projects. Lead the staff appraisal process and is directly accountable to the ITSS Facilities and Field Engineering Manager
- Ensure that the Field Engineering - Inland support calls are resolved within SLA and where additional assistance is required, that the relevant teams including 3rd parties are enrolled to assist and drive resolution
- IT Infrastructure managed and maintained according to agreed standards
- Team Leadership
- Play a key role in up-skilling and cross-skilling staff within the team
**Minimum Requirements**:
**Experience**:
- 3 years’ leadership experience
- 3 years’ experience with CCTV, network and PC operating systems
- 3 years’ experience in fields relating to customer service
- 5 years’ experience in Desktop support environment in more than one relevant position
- 3 years’ experience in supporting and managing teams to deliver support in Retail and Manufacturing
- Server and Network technical knowledge on Microsoft, Linux client systems configuration and support
**Qualifications**:
- Diploma in IT or equivalent
- Tertiary Qualification in Information Technology highly advantageous
- NMDP (New Managers Development Programme)
**Essential Certifications**
- Valid N+
- Valid Dell Tech Direct Certified Professional
- Valid Windows 10 Certification
- Valid ITIL Foundations
**Nice-to-have Certifications**
- Valid MCSA2016
- Valid Cisco CCENT
- Valid AVAYA PBX Administrator
**Additional Requirements**:
- Operation of management and diagnostic tools to identify and provide solutions to the performance and capacity of systems
- Network technologies (routing, switching and firewalls) and architectures, IP Voice technologies, etc.
- Desktop Operating Systems (Windows 10, MacOS)
- Documenting System processes, procedures and standards
- Provide ongoing cross-skilling and training to ITSS personnel
- Knowledge of:
- IP Telephony technologies
- Wired and Wireless Networking technologies and infrastructure
- Client and Server technologies (Windows, Exchange/Outlook, etc.)
- CCTV technologies
- Access Control Technologies
- Retail Point of Sale (POS) systems
**Competencies**:
- Thinking Rationally
- Influencing Others
- Setting Directions
- Staying Composed
- Resolving Conflict
- Meeting Deadlines
- Minimising Risk
- Maintaining Productivity
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