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Technical Support Services Lead

3 weeks ago

Pretoria, Gauteng, South Africa BCG Full time
About the Role

We are seeking an experienced Technical Support Services Lead to oversee IT support operations, ensure system reliability, and provide technical leadership. This role requires a strong problem solver with excellent troubleshooting skills and the ability to mentor a support team.

Responsibilities :

  1. Oversee IT Support Operations: Lead and guide the IT support team to ensure efficient resolution of technical issues.
  2. Provide Technical Support: Diagnose and resolve hardware, software, and network-related problems for end-users.
  3. System Maintenance & Upgrades: Ensure systems are up-to-date, secure, and operating efficiently.
  4. User Training & Documentation: Create user-friendly guides and train staff on IT best practices.
  5. Network & Security Support: Monitor and maintain network performance and security protocols.
  6. Incident & Ticket Management: Track and manage IT support requests, prioritizing urgent issues.
  7. Collaboration with IT Teams: Work with infrastructure and cybersecurity teams to enhance IT services.
  8. Asset & Inventory Management: Keep track of IT assets, ensuring proper maintenance and lifecycle management.

Skills & Qualifications :

  • 3 years of experience in IT support with at least 1 year in a leadership role.
  • Strong knowledge of Windows, macOS, and Linux operating systems.
  • Experience with network troubleshooting (LAN, WAN, VPN, firewalls, routers, switches, WiFi, etc.).
  • Familiarity with cloud services (AWS, Azure, Google Workspace, etc.).
  • Expertise in hardware troubleshooting, software deployment, and system updates.
  • Strong understanding of IT security protocols and data protection best practices.
  • Ability to create clear IT documentation and training materials.
  • Excellent problem-solving, analytical, and leadership skills.
  • Strong communication skills and the ability to work with technical and non-technical users.
  • Certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or ITIL (preferred but not required).