ICT Support Lead

Red Ember Recruitment (PTY) Ltd; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A recruitment agency is seeking an ICT Team Lead to mentor a team of ICT Support Technicians in Cape Town. The role involves ensuring timely resolution of service requests, conducting performance evaluations, and implementing process improvements. Ideal candidates will have a qualification, experience with Linux and Windows Server, and strong troubleshooting skills. This is a leadership position requiring excellent communication and teamwork abilities.

Qualifications

• Recognized qualification is essential.
• Experience in Linux and Windows Server is advantageous.
• 1-3 years of relevant experience is required.

Responsibilities

• Lead and mentor a team of ICT Support Technicians.
• Ensure timely resolution of service requests.
• Conduct regular performance evaluations and provide feedback.
• Implement process improvements in ICT operations.

Skills

Linux knowledge

Windows Server knowledge

Communication with Management

Good troubleshooting skills

Team player

Education

A Qualification

Tools

ServiceNow

MCSE / MCP

Job description

Red Ember Recruitment is seeking to hire an ICT Team Lead for our client based in Goodwood.

Team Leadership Policies and Procedures

• Lead mentor and motivate a team of ICT Support Technicians.
• Participate in upskilling technicians by contributing to training and refresher interventions.
• Monitor interaction-records and ensure these are converted into incidents with minimal delay.
• Lead daily reviews of the teams pending list and flag tickets / incidents and ensure resolution.
• Closely monitor SLAs statuses / statistics daily; intervene immediately where SLA is impacted negatively. Investigate reasons for any breaches and collaborate with the client where reasons are valid.
• Monitor coordinate and pre-approve team-member leave requests with the final approval from the ICT Manager.
• Implements maintains manages the cascading of and adheres to all relevant Stowe policies & procedures to team members.
• Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
• You may be required to conform to the legitimate instruction of any employee in authority over yourself which is not stipulated in your job description.

Technical Support and Customer Service

• Ensure timely and efficient resolution of service requests and incidents.
• Ensure an elevated level of customer satisfaction by delivering excellent service.
• Pro actively encourage a customer service focus in the department.
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
• Regularly update all customers with progress-information and estimated times to completion on all escalations.
• Manage customer perceptions.
• Professionally respond to and assist with all customer queries.
• Handle customer complaints and escalations with professionalism and empathy.
• Develop and implement customer service standards and best practices.
• Monitor ServiceNow Interaction- and Incident-lists and prioritize work to meet service level targets.
• Actively contribute to the resolution of desktop IT support queries hardware & software maintenance including MS Windows Office 365 printers and networking.
• Actively contribute to desktop telephony support : VOIP handsets and soft phones.
• Assist with the administration of client / server applications supporting tools and SQL databases which includes and are not exclusive to the following.
• Call Logging System (HEAT).
• Accounting System (Pastel Evolution) etc.
• Assist with the installation configuration maintenance and ongoing usability of IT assets within established standards and guidelines.
• Troubleshoot Fault-Finding and Problem solving of IT assets related incidents and problems.
• Record all ticket and support activities on the call logging system (ServiceNow).
• Perform preventative maintenance tasks within established standards and guidelines.

Operation Management And Process Improvement

• Do daily / weekly / monthly ticket quality checks.
• Identify failure points and implement corrective measures to curtail the number of missed SLAs.
• Identify opportunities to streamline ICT processes and improve efficiency.
• Work with cross-functional teams to implement process improvements.
• Stay up to date with industry best practices and emerging technologies.
• Ensure processes and procedures are followed according to agreed service times.
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• Assign calls to appropriate team member according to skills level Call Allocation.
• Provide a single point of contact for technical escalations and take ownership.
• Act as information and skills broker between agents and higher qualified and / or experienced resources.
• Escalation of problems or breaches of all calls to your manager.
• Ability to creatively address problems and follow proposed solutions through to completion.
• Identify and highlight best practices in support management through continuous assessment.
• Communicate and be the focal point for the dissemination of information from management to the team and vice versa.

Analysis And Reporting

• To analyse and summarize reports on SLA targets.
• Compile open escalation reports daily and share with clients and management.
• Drive and implement corrective measures and resolutions ensuring open escalations are resolved.
• Participate in the investigation and resolution and reporting of once-off escalations.
• Ensure that corrective action taken for once-off escalations mitigate the recurrence of these issues.
• Trend analysis on causes and ticket categories incident rates and similar.
• Compile and publish daily weekly and monthly reports as required.
• Provide pending List feedback daily.

Performance Management

• Conduct regular performance evaluations and provide constructive feedback.
• Manage and monitor technician timekeeping.
• Foster a collaborative and inclusive team culture.
• Will ensure team perform in line with quality monitoring standards achieving internal quality benchmarks.
• To conduct performance appraisals for the team identifying weaknesses and offering coaching and mentoring in areas that require it.
• To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
• Provide quality conformance feedback weekly (but daily monitoring and policing).
• Missed SLA processing daily.
• Respond or manage response to challenges regarding technician performance.

Training And Development

• Identify training requirements for team members & escalated to manager.
• Provide guidance & coaching to team members.
• Updating team members with any changes taking place in the ICT standards and procedures (new versions changes upgrades).
• Ensure all technical tips & tricks team‑specific diagnostics are created updated and documented weekly and as required.

Requirements

• A Qualification.
• Linux and Windows Server knowledge is advantageous.
• MCSE / MCP is advantageous.
• Familiarity with Service Methodologies like ITIL is advantageous.
• 1-3 Years Experience.
• Drivers License.
• Valid South Africa ID.
• Confidentially about crucial data.
• Ability to work under pressure.
• Must be honest and trustworthy.
• Communication with Management as well as internal and external clients.
• Must be motivated and a team player.
• Must have good troubleshooting skills.
• Request for MCSE Certification to be completed A bonus.
• Request for familiarity with ServiceNow A bonus.

Required Education

• A Qualification.
• Linux and Windows Server knowledge is advantageous.
• MCSE / MCP is advantageous.
• Familiarity with Service Methodologies like ITIL is advantageous.
• 1-3 Years Experience.
• Drivers License.

Key Skills

Category Management, Maintenance Planning, ABAP, Application Development, Information Technology Sales, Investment Management