Team Leader: Technical Support
5 months ago
**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.
**REQUIREMENTS**:
- National Diploma in IT (advantageous)
TECHNICAL/LEGAL CERTIFICATION
- A+
- N+
EXPERIENCE:
- 5 years' experience in 2nd & 3rd line support
- Team lead for technical support experience
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