Team Leader : Technical Support

Isilumko Staffing; Pretoria; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading Financial Services Provider is seeking a Technical Support Team Leader in Pretoria. The role involves leading a team, providing hardware and software support, and ensuring timely closure of support calls. Candidates should have a National Diploma in IT, relevant certifications, and at least 5 years of experience in technical support. Leadership experience is crucial for this position.

Qualifications

• 5+ years experience in 2nd and 3rd line support.
• Experience leading a technical support team.

Responsibilities

• Lead the Technical Support Team.
• Provide reports on call closure and first line support.
• Implement processes to ensure timely closure of calls.
• Liaise with stakeholders for feedback.
• Assign and ensure jiras are closed on time.
• Provide hardware and software support for LAN & WAN.
• Provide 2nd line support to users.
• Manage finance and asset procurement.

Skills

Technical support leadership

Troubleshooting

Communication

Hardware maintenance

Software installation

Education

National Diploma in IT

Technical / Legal Certification

A+

N+

Job description

A leading Financial Services Provider is looking for a Technical Support Team Leader

Job Description

• 1. Lead Technical Support Team
• Provide reports to management on call closure status and first line support related matters
• Implement processes to ensure calls are closed timeously
• Liaise with all necessary stakeholders and provide feedback to business and IT Management
• Ensure jiras are dealt with and closed timeously
• Assign jiras
• Monitoring (e.g. Boardrooms)
• Escalation of calls to 3rd line and other Teams.

2. Provide hardware and software support (LAN & WAN)

• Install software
• Troubleshooting (TCF)
• Assemble computer
• Repairs & maintenance of hardware & peripherals
• Installation & maintenance of cabling
• Maintain inventory for software & hardware (TCF)
• Desktop patch management

3. Provide 2nd line support to users

• Investigate and provide solution (TCF)
• Communicate with users on incident logged (TCF)

4. Finance, procurement and asset management

• Ensure that end user equipment (e.g. laptops and desktops) are procured timeously
• Obtain quotes and provide IT Management Team with quotes and recommendations of assets to procure
• Works closely with the asset management team to ensure that assets are tracked and managed.

Education Requirements

• Nationals Diploma in IT
• Technical / Legal Certification
• A+
• N+

Experience

• 5 Years Experience in 2nd and 3rd line of support
• Team Leader Experience