Technical Support Team Lead
1 week ago
Job Description:
This role is a pivotal part of our team, responsible for providing top-notch technical support to our onsite field technicians. As the Technical Support Team Lead, you will be at the forefront of troubleshooting and resolving complex technical issues.
We are seeking an individual with a strong background in IT and excellent leadership skills to join our dynamic team. The ideal candidate will have experience in managing teams, identifying areas for improvement, and implementing solutions to drive results.
In this role, you will be responsible for ensuring the TSS department maintains high levels of service delivery to the rest of the company. This includes:
- Troubleshooting and resolving technical problems: Collaborate with onsite field technicians to identify and resolve technical issues in a timely manner.
- Skill up in key areas: Develop expertise in Basic ITC understanding, A/N, and other relevant areas to stay ahead of the curve.
- Ensuring daily critical tasks are met: Monitor progress, identify bottlenecks, and work with your manager to resolve issues and meet deadlines.
- Maintaining good levels of service delivery: Identify areas where staff may be lacking in required skills, ensure CoPs are readily available, and promote adherence to correct tea and lunch times.
- After-hour assistance: Provide first-tier support for after-hours issues, working closely with management to find solutions.
- Technician assistance: Manage testing of the Website/ERP on a weekly basis, including putting together testing schedules, escalating issues, and retesting resolved problems.
- Data analysis and reporting: Assist with analyzing data and reporting trends, such as hijackings/thefts, poor fitments, and functionality/behavior of new test units.
- Quality control audits: Conduct audits on technical repairs/new installations using the ERP system, ensuring quality standards are met.
About You:
- Strong technical knowledge: Proven experience in IT, preferably with a focus on ERP systems and web technologies.
- Leadership skills: Excellent leadership abilities, with experience in managing teams and driving results.
- Communication skills: Strong communication and interpersonal skills, with the ability to collaborate effectively with colleagues and stakeholders.
- Problem-solving skills: Ability to analyze complex problems, identify solutions, and implement them in a timely manner.
- Time management: Effective time management skills, with the ability to prioritize tasks and meet deadlines.
What We Offer:
As a Technical Support Team Lead, you can expect a competitive salary, negotiable dependent on experience. Our company offers a dynamic and supportive work environment, opportunities for professional growth, and a chance to make a real impact on our team's success.
About Us:
Time Personnel is a leading provider of staffing services, dedicated to connecting talented individuals with exciting job opportunities. Our team is passionate about delivering exceptional results and making a positive difference in our clients' businesses.
Salary: R600,000 per annum, negotiable dependent on experience
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