Technical Team Lead Stellenbosch
1 week ago
Qualifications
- Matric / Grade 12 and relevant IT qualification
- 10 + years experience supporting datacentre software
- Microsoft MCSA 2016 or Equivalent
- Extensive experience supporting Microsoft Exchange 2010 or higher.
- ITIL v2 Foundation
- Extensive experience supporting Active Directory and Hyper V
- Extensive experience supporting multi-Vendor Hardware platforms
Role Description
- Escalation Management:
- Assist with escalations from 1st and 2nd line support engineers.
- Provide 2nd to 3rd line datacentre, network, and security support.
- Where needed, escalate to 3rd line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
- Manage and drive to resolution escalated incidents, problems, and requests.
- Professionally respond to and resolve / fulfil all incidents and service requests assigned.
- Problem solving:
- Remediate technical issues identified by audit risk findings and monthly reporting.
- Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
- Professionally respond to and resolve / fulfil all incidents and service requests assigned.
- Root Cause Analysis and Problem Management
- Provides advanced-level of desk side support for desktop-related technical issues.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
- Service Improvement
- Identify opportunities to innovate, extend and enhance service delivery.
- Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
- Tracks and monitors service levels and implements action plans to improve.
- Proactive follow-up on escalated issues
- Participate, lead, and initiate various projects to continually improve the customer environment.
- Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.
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