Technical ofertas em África do Sul

We are seeking an experienced Technical Support Manager to lead our Technical Support team in a fast-paced and dynamic environment. The ideal candidate will have a strong background in network operations centre (NOC) management , technical networking skills , and experience overseeing omni-channel support operations . This role requires a hands-on leader who is passionate about customer experience, technical excellence, and team performance.

Key Responsibilities :

• Lead and manage the Technical Support team, ensuring high levels of performance and customer satisfaction.
• Oversee daily operations of the Network Operations Centre (NOC) , ensuring uptime, system monitoring, and timely incident response.
• Provide strategic and operational direction for an omni-channel support environment , including voice, email, chat, and ticketing systems.
• Conduct regular performance reviews , coaching, and development sessions for support agents and shift leads.
• Implement and track KPIs for technical support agents, driving continuous improvement in service levels.
• Collaborate with IT, Engineering, and Customer Success teams to resolve complex issues and drive proactive support solutions.
• Maintain and update technical documentation, SOPs, and knowledge bases.
• Ensure timely escalation and resolution of high-impact technical incidents.
• Drive initiatives to improve customer experience and reduce contact rate through automation, self-service, and root cause analysis.
• Recruit, train, and retain top technical support talent.

Requirements :

Education & Experience :

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
• Minimum 5 years' experience in technical support, with at least 2 years in a management or supervisory role .
• Proven experience managing a NOC or technical operations team .

Technical Skills :

• Strong networking knowledge , including understanding of routers, firewalls, switches, DNS, DHCP, VPN, and internet technologies.
• Familiarity with network monitoring tools (e.g., PRTG, SolarWinds, Nagios).
• Working knowledge of Linux / Unix systems is an advantage.
• Understanding of SLA frameworks, escalation procedures, and incident management best practices.

Leadership Skills :

• Strong people management and coaching abilities.
• Experience conducting performance reviews, managing shift schedules, and driving accountability.
• Ability to lead under pressure and manage high-severity incidents effectively.
• Excellent communication and interpersonal skills.

Preferred Qualifications :

• Certifications such as CCNA, CompTIA Network+, or ITIL are a strong advantage.
• Experience in the ISP or telecoms industry preferred.
• Exposure to remote support and work-from-home team management.

What We Offer :

• Competitive salary package
• Opportunity to work with a dynamic and driven team
• Growth and development opportunities
• Flexible work options and modern tools

Technical Support Manager • Johannesburg, Gauteng, South Africa