IT Support Manager

1 month ago


Johannesburg, Gauteng, South Africa Pink Elephant South Africa Full time

Pink Elephant South Africa: A Leader in IT Service Management

We are seeking a highly skilled IT Support Manager to join our team in Johannesburg, South Africa.

About the Role:

  • The successful candidate will provide exceptional technical support and leadership to our clients across various industries.
  • As an IT Support Manager, you will be responsible for managing day-to-day staff scheduling, acting as a single point of contact for customer issues and escalations, and ensuring all sites are visited and incidents/request solved within KPI.
  • You will also manage response to computer-related requests and incidents, provide installation and upgrade services of supported hardware and software, and support key engineering applications at use within the business.

Key Responsibilities:

  • Client-specific IT support to end-users, handling IT-related problems in order of priority and within the optimum time scale, in accordance with procedures and project SLA's.
  • Solve customer support issues by visiting the customer's location and may involve supporting multiple facilities.
  • Interface with the Service Desk and other support teams to achieve deliverables supporting the IT Services contract.

Requirements:

  • Bachelor's degree in Computer Science or related field.
  • 2-3 years experience in an IT Support Role.
  • PC (Desktops/Laptops) – Hardware and Software Troubleshooting.
  • Ability to resolve Windows 7 and Windows 10 Operating System Errors.
  • Basic Network troubleshooting skills and knowledge.
  • Proficient in Microsoft Office latest Suites.
  • Understanding of Symantec Endpoint Protection software.
  • ITSM Tool Set (Ticket Management Software) preferred.
  • Correctly track incidents and calls timely and accurately.
  • Basic Knowledge of Microsoft Active Directory.
  • Microsoft Group Policy Objects experience.
  • Implement virus detection and eradication procedures.
  • Diagnose printer and other peripheral device failures and implement solutions.
  • Provide installation and upgrade services of supported hardware and software.
  • Hardware installation, movement and de-installation.
  • Diagnosing problems concerning personal hardware (PCs, laptops, printers, scanners etc.).
  • Support of key engineering applications at use within the business.
  • Basic support of tablets/smart devices.
  • Managing the day-to-day activities of the team on the ground. Delegating tasks to team members.
  • Excellent oral and written communication skills.
  • Customer-oriented (Service awareness).
  • Excellent interpersonal skills.
  • Experience with coaching members on achieving goals.
  • Team Player profile, able to organize and coordinate team members.
  • Analytical Thinking skills.
  • Problem-Solving skills/Resolve conflict/Navigator.
  • Able to adapt in a fast-evolving technology environment and ability to learn.
  • Able to assume day-to-day responsibilities generating specific deliverables.
  • Able to deliver service to Senior Executive people.
  • Ability and willingness to work outside of office hours as well as be available 'on call'.
  • Proactive attitude.
  • Flexibility.
  • Stability / Stress tolerance.

Salary Estimate: R850,000 - R1,200,000 per annum.



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