Technical Support Lead

3 weeks ago

Port Elizabeth, Eastern Cape, South Africa PerformIT Personnel Full time
Job Title: Technical Support Lead

About the Role:
The Technical Support Lead is a critical position within our team, responsible for ensuring the smooth operation of our applications. This role requires a technical expert who can provide leadership and guidance to the support team, while also maintaining a strong focus on delivering exceptional customer service.

Key Responsibilities:
  1. Support and maintain applications within the scope of the position
  2. Comply with standard processes and procedures documentation
  3. Diagnose and analyze problems in a timely and professional manner
  4. Monitor all production application components to ensure high availability and meet or exceed client expectation
  5. Contact development teams to assist in incident resolution in relation to system alerts
  6. Maintaining relationships with key strategic partners and customers
  7. Identify opportunities for process, systems and application improvements in a dynamic environment architected to solve problems and improve processes
  8. General knowledge of software development lifecycle
  9. High degree of initiative, mature judgment, and discretion
  10. Good communication and organizational skills
  11. Ability to conduct and direct research into IT issues and products as required
  12. Ability to present ideas in business-friendly and user-friendly language
  13. Provide accurate monthly reports in a timely manner to Management

Requirements:
  1. Relevant qualification or related experience
  2. An understanding of/the ability to read and debug code advantageous
  3. An understanding of different message formats advantageous
  4. Customer support experience
  5. Excellent written and communication skills
  6. Excellent interpersonal skills
  7. Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
  8. Highly self-motivated and directed
  9. Detail oriented
  10. Focus on solution, proven analytical, evaluative, and problem-solving abilities
  11. Able to work under pressure, showing ability to effectively prioritize and execute tasks in a high-pressure environment
  12. Exceptional customer service focus
  13. Team player
  14. Extensive experience working in a team-oriented, collaborative environment
  15. C#, .NET, MS SQL advantageous

PerformIT Personnel:
PerformIT Personnel is a dynamic and innovative company that is dedicated to providing top-notch IT services to our clients. As a Technical Support Lead, you will be an integral part of our team, working closely with our development teams to ensure the delivery of exceptional customer service.

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