Technical Support Lead

Placements24; Rustenburg; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Paid time off

Certification support

Hybrid work model

Retirement plan

Tech access

Team events

Career progression

Job summary

Placements24 is seeking a Technical Support Lead in Rustenburg to oversee a team of technical support engineers, drive process improvements, and ensure top-tier customer service. You will balance hands-on troubleshooting with strategic leadership to mature the support function within a fast-paced tech environment.

The role requires 5+ years in technical support, including 2+ years in a leadership capacity, and a strong ITIL awareness. A bachelor's degree in CS/IT or related field is preferred.

Qualifications

• Minimum 5 years in technical support, with at least 2 years in a lead or supervisory role.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent problem-solving and diagnostic skills.
• Proficiency in using helpdesk software and remote support tools.
• Exceptional communication and customer service skills.
• Able to manage multiple priorities and work under pressure.
• Experience in a fast-paced, customer-facing environment.
• Strong understanding of ITIL principles is a plus.

Responsibilities

• Lead and manage a team of technical support engineers, overseeing daily operations.
• Set performance goals and conduct regular performance reviews for the support team.
• Develop and implement efficient support processes and workflows to improve response and resolution times.
• Act as a point of escalation for complex technical issues, providing in-depth troubleshooting and resolution.
• Ensure the team maintains high standards of customer service and technical expertise.
• Monitor support ticket queues and ensure timely and effective resolution of customer issues.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Train new support staff on products, procedures, and troubleshooting techniques.
• Analyze support metrics and identify trends to drive service improvements and product feedback.
• Collaborate with engineering and product teams to resolve recurring issues and improve product stability.

Skills

Leadership

Technical troubleshooting

Customer service

Communication

ITIL

Helpdesk tools

Team mentoring

Remote support

Education

Bachelor's degree in CS/IT

Tools

Helpdesk software

Remote support tools

Windows Server

Job description

About the Role

Our client, a leading provider of innovative software solutions, is seeking a skilled and experienced Technical Support Lead to oversee their support operations in Rustenburg, North West . This leadership position is integral to ensuring the delivery of exceptional technical assistance to our diverse client base. You will be responsible for managing a team of technical support engineers, setting performance standards, and driving process improvements to enhance efficiency and customer satisfaction. The ideal candidate possesses a strong technical background, excellent problem-solving skills, and proven leadership capabilities. This role requires a strategic thinker who can balance team management with hands-on technical troubleshooting for complex issues. You will act as a key point of escalation and a mentor to your team, fostering a culture of technical excellence and customer-centricity. We are looking for an individual who is passionate about technology, dedicated to resolving issues, and capable of leading a team to achieve outstanding results in a demanding environment. This is a prime opportunity to shape the technical support function within a forward-thinking company.

Key Responsibilities

• Lead, mentor, and manage a team of technical support engineers, overseeing daily operations.
• Set performance goals and conduct regular performance reviews for the support team.
• Develop and implement efficient support processes and workflows to improve response and resolution times.
• Act as a point of escalation for complex technical issues, providing in-depth troubleshooting and resolution.
• Ensure the team maintains high standards of customer service and technical expertise.
• Monitor support ticket queues and ensure timely and effective resolution of customer issues.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Train new support staff on products, procedures, and troubleshooting techniques.
• Analyze support metrics and identify trends to drive service improvements and product feedback.
• Collaborate with engineering and product teams to resolve recurring issues and improve product stability.

Requirements

• Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Strong technical aptitude with expertise in (mention relevant technologies, e.g., Windows Server, networking, specific software).
• Demonstrated leadership and team management skills, with the ability to motivate and develop staff.
• Excellent problem-solving and diagnostic skills.
• Proficiency in using helpdesk software and remote support tools.
• Exceptional communication and customer service skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience in a fast-paced, customer-facing environment.
• Strong understanding of ITIL principles is a plus for this Rustenburg -based leadership role.

Benefits

• Competitive salary and leadership bonus opportunities.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional certification and advanced training.
• Access to cutting-edge technology and tools.
• A dynamic and supportive work environment.
• Hybrid work model to promote work-life balance.
• Retirement savings plan with company matching.
• Team-building events and company-sponsored social activities.
• Clear career progression path within the organization.