Technical Support Manager

5 months ago

Johannesburg Metropolitan Area, South Africa Snaphunt Full time

The Offer

  • Great opportunity

The Job

You will be responsible for :

  • Managing and leading a team of Technical Support Engineers
  • Ensuring the team provides timely and effective support to clients
  • Developing and implementing support strategies and processes to optimize customer satisfaction
  • Collaborating with other departments to enhance support systems and procedures
  • Monitoring and analyzing support metrics, identifying areas for improvement, and implement corrective actions
  • Providing guidance, training, and mentorship to ensure high quality service delivery
  • Handling escalated customer issues and provide resolutions
  • Staying up-to-date with the latest industry trends and technologies
  • Preparing and presenting reports on support team performance and customer satisfaction

The Profile

  • Bachelor's degree in Computer Science, B.Tech Engineering, or a related field
  • Proven experience in a technical support management role (minimum 4 years)
  • Good understanding of Networking and experience in Wireless Technology will be advantageous
  • Knowledge of PLC programming and SCADA development will be advantageous
  • CCNA (Cisco Certified) will be advantageous
  • CompTIA:A+,N+,S+
  • Relevant Management certification may be required
  • Strong technical background and understanding of IT systems
  • Excellent leadership and people management skills
  • Has ability to deliver presentations to various audiences including colleagues, customers, and industry experts
  • Customer-focused mindset with strong problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work well in a fast-paced, team-oriented environment
  • Experience with support ticketing systems and Customer Relationship Management (CRM) tools
  • Excellent organizational skills, ability to communicate clearly, and strong problem resolution skills
  • Travel as business requirements dictate at management discretion
  • Integrity, Mutual Respect, Customer Focus, Execution.
  • Strong conceptual abilities
  • Creativity and project management skills
  • Technical Account Management skills
  • Ability to take initiative by suggesting, managing and/or implementing special projects to improve the level of support offered by the entire Technical Support Division
  • Ability to act as a positive role model for others in their department and division
  • Ability to diplomatically handle issues with customers by working within and across departments and divisions.
  • Ability to anticipate needs (e.g. training or documentation) within their department or the Technical Support Division as a whole and takes action to meet those needs
  • Ability to provide guidance and input to others on how to handle escalations. Can manage expectations at all levels of business. Manages multiple escalations simultaneously.


The Employer

Our client is leading provider of leading-edge technology, communications and data storage, cyber security, and innovative IIOT solutions.

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