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Technical Support Manager

2 weeks ago

Durban, South Africa Veritas IT Solutions Full time

**Job Description & Responsibilities**:

- Management and Direct Report Responsibilities
- Manage direct reports of various positions, such as Technical Support & Help Desk team members.
- Supervise technical support workload and delegate tasks as needed to various team members.
- Perform periodic performance reviews for each direct report which will determine compensation and periodic bonus distribution amounts
- Set performance standards, goals, and objectives
- Mentor, educate, and cross-train team members
**Technical Support Responsibilities**:

- Review daily input of all ticketing information, with billable/project time. Adjust where needed and work with the team to make sure this process is efficient and systematic.
- Work with a variety of different clients and end-users providing service that is friendly, fast, and efficient.
- Ensure a high level of end-user satisfaction through ownership, resolution, and appropriate escalation of issues and support tickets. Provide strong technical resources and senior escalation points for numerous technologies.
**Other Responsibilities**:

- Work accurately in a fast-paced, hectic, ever-changing environment with strong attention to detail
- Work alongside an elite group of technicians and administrators all focused on supporting our customers through meeting their technological needs
- Work remotely in the comfort of your home or in the office. Seldom travel will be required
- Work on special technical projects as needed
- Other responsibilities as assigned
**Required Qualifications**:

- Supervisor / Management experience with multiple direct reports
- At least 5 years of experience in a professional IT environment
- Resourceful, can work independently with mínimal supervision
- Strong organizational, analytical, and time-management skills
- Thorough knowledge of Windows Server, Workstations environment & Microsoft Office products
- Good understanding of networking concepts, remote desktop, anti-malware, firewalls, ISP routers, and VPN
- Experience with remote control tools and systems
- High School Diploma
**Preferred Qualifications**:

- 5+ years of technical support/help desk experience
- Ability to attract, hire and retain impactful support professionals
- Bachelor’s degree in Information Technology field
**About Us**:
Veritas IT Solutions is a successful independent IT Consulting company with a consistent history of growth. We employ talented, motivated, and innovative people that are focused on delivering superior solutions to our clients, who are passionate about working with other highly skilled professionals in team environments.

If you are seeking an opportunity to join a winning team, work with the latest technologies and develop your career, then Veritas IT Solutions is the place for you.

Pay: R10,000.00 - R20,000.00 per month

Application Question(s):

- Are you able to record & attach an audio recording (no longer than 5 minutes) where you review/discuss your background and experience?
- Excellent English communications skills
- Good vocabulary
- Friendly personality
- Work experience