Senior Technical Support Manager

1 month ago


Johannesburg, Gauteng, South Africa Telebest Full time
Job Title: First Line Team Leader

Telebest is seeking a highly skilled and experienced First Line Team Leader to join our team. As a First Line Team Leader, you will be responsible for driving SLA achievement and cultivating a culture of excellence within the team.

Key Responsibilities:
  • Manage First Line Support agents along SLA and OLA timelines to ensure seamless service delivery.
  • Assist with the recruitment process by providing input on appointing the correct calibre of staff.
  • Analyse reported faults and complete detailed diagnostics to resolve problems telephonically or via remote support applications.
  • Support users with general software and applications, troubleshoot hardware and software issues, and maintain all hardware on workstations.
  • Configure, set up, and implement software on all PCs and workstations, install, maintain, and monitor virus software, and apply prescribed standards consistently when installing software.
  • Administer user profiles and access rights, uphold licence registers, asset registers, back-up registers, and files pertaining to user profiles.
  • Provide an escalation point for critical support issues and ensure that all tasks are completed efficiently and effectively.
Requirements:
  • 7 years proven experience in service delivery management, with 2 years in creating and implementing Service Operating Processes for technical teams.
  • 3 years Desktop Support experience.
  • Advanced Microsoft Office knowledge.
  • Previous experience in ISO 2000 Standard, COBIT 5, customer management tools, call centre experience, Service Desk Application, and the latest Microsoft MCSE qualification.
  • ITIL V3 Foundation certified and must be able to use all Microsoft Office applications.
  • Relevant BTech degree and management development training certificate and people management & coaching certification are advantageous.
What We Offer:

Telebest offers a competitive salary, comprehensive benefits package, and opportunities for career growth and development. If you are a motivated and experienced professional looking for a new challenge, please submit your application.



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