Job Description

Technical Team Leader (Microsoft/VMware/Hyper-V) (Stellenbosch Onsite) IT - Support
Stellenbosch - Western Cape - South Africa, Cape Town - Western Cape - South AfricaENVIRONMENT:A dynamic Internet Service & Network Specialist seeks a solutions-driven Technical Team Leader to provide high-level support to its Enterprise clients. You will be responsible for providing Senior Enterprise Server support to all Western Cape clients. Software support services include Microsoft Windows Server, VMware, Veeam, Microsoft Exchange, and Hyper V. The individual will also be responsible for troubleshooting hardware issues across platforms HPE ,Dell, Lenovo, Huawei, IBM etc. platforms. Applicants must have Matric/Grade 12, a relevant IT tertiary qualification with Microsoft MCSA 2016 or equivalent Certification and 10 years experience supporting datacentre software. A strong cross skill will be advantageous.DUTIES:Escalation Management -

• Assist with escalations from 1st and 2nd line support engineers.
• Provide 2nd and 3rd Line datacentre, network, and security support.
• Where needed, escalate to 3rd Line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
• Manage and drive to resolution escalated incidents, problems, and requests.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.

Problem solving -

• Remediate technical issues identified by audit risk findings and monthly reporting.
• Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.

Own Root Cause Analysis and Problem Management -

• Provide advanced-level of desk side support for desktop-related technical issues.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.

Service Improvement -

• Identify opportunities to innovate, extend and enhance service delivery.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Track and monitor service levels and implement action plans to improve.
• Proactive follow-up on escalated issues.
• Participate, lead, and initiate various projects to continually improve the customer environment.
• Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.
• Gauge the effectiveness.

Documentation

• Adherence to process.
• Operate within process controls and apply due diligence in following standard operating procedures.
• Ensure that complete and accurate resolution descriptions are captured for each ticket.
• Ensure adherence to all customer and internal policies, procedures, and standards.

Creation -

• Create and update documentation related to installation procedures and troubleshooting.
• Create system documentation for technologies, including installation, configuration, and appropriate troubleshooting steps.

Maintenance -

• Ensure that all applicable site documentation and standard operating procedures are maintained up to date.

Relationship Management -

• Communication.
• Develops and maintains a professional working relationship in support of the Service Delivery Manager with the following:

• Clients
• End-users
• Supporting teams
• 3rd party vendors
• Communicate oral or written feedback and technical information to all levels.
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
• Manage customer satisfaction through effectively communicating and managing customer expectations.

REQUIREMENTS:Qualifications

• Matric Grade 12 (Compulsory).
• Tertiary IT qualification.
• Microsoft MCSA 2016 or equivalent.

Skills/Experience

• A least 10 + years experience supporting datacentre software.
• Extensive experience supporting Microsoft Exchange 2010 or higher.
• ITIL v2 Foundation
• Extensive experience supporting Active Directory and Hyper-V.
• Extensive experience supporting Multi-Vendor Hardware platforms.
• Own reliable transport and drivers license.

ATTRIBUTES:

• Analytical skills.
• Problem-solving.
• Adherence to strict IT policies.
• Teamwork.

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