Technical Support Manager at Bytes Managed Solutions

• Ensure ongoing improvement in the Team’s training and development

• Manage departmental budget and ensure that expenses are within budget

• Ensure the successful performance of direct reports, timeously correcting poor performance
• Ensure adherence to the quality system requirements for department

• Ensure strict adherence to business policies, processes and procedures

• Develop and maintain an effective networking relationship with all Customers and Bytes resources

• Provide guidance and assistance with profitability analyses

• Manage the implementation of various service methodologies
• Develop and maintain an effective networking relationship with all Customers and Bytes resources

Subject Matter Expertise

• Ensure that the Technical Support Specialists provide support on Point Of Sale, Image Processing and End User Computing solutions maintained for our customers

• Ensure that Technical Support Specialists provide pre/ post-sales assistance and strategic technical guidance
• Manage technical and software operational services to customers and provide customers with meaningful information regarding technical and software trends
• Ensure that the Department identifies and monitors sites requiring action by the Pro-Active service methodology
• Manage optimal functioning of hardware, software and or service solution and suggest improved methods of operating
• Ensure distribution of accurate technical information upon changes in technology and when requested by customers
• Manage technical and software support and ensure that escalated issues are driven to closure
• Ensure the correct analyses of the information for Smart Service actions to be taken on a monthly basis

BEMS/Kaseya

• Provides technical guidance and support on all aspect of services contracted by the customer.
• Ensure thorough testing of all updates, changes and additions is done before releasing for customer consumption
• Ensure BEMS services is maintained to the latest patches and modules
• Ensure that the customer environments is set up according to the set standards
• Retention of current Kaseya customer base.
• Increase revenue from New sales and services as per agreed budget

Qualifications & Knowledge:

• Matric
• Relevant qualification or degree with specialization in Information Systems and Technology
• Above average knowledge of Software Applications, Hardware, Service Solutions and Operating Systems
• Working knowledge of Kaseya and other RMM tools
• Business Acumen
• Customer Relations Management (Basic)
• Advanced knowledge of software applications employed within various environments

Experience:

• 5-7 years repair experience within the IT industry
• 2-3 years’ experience working in a Technical Support environment preferable
• 3-5 years Resource management and management experience
• 2-3 years’ experience working in Operations
• 2-3 years’ experience on Software applications
• 2-3 years’ experience working with Kaseya or other RMM toolset
• 2-3 years’ experience in management

Skills:

• Thorough understanding of technology and technological environments
• Computer literacy: MS Office – full package (Word, Excel, PowerPoint)
• Presentation Skills
• Business and Financial Acumen Sales Acumen 

Attitude/Behaviour:

• Attention to detail
• Communication (Listening, written and oral)
• Dedication to customers
• Drive
• Innovation
• Functional Planning
• Problem Analysis
• Performance Management
• Persuasiveness
• Respect for the organisation’s needs as well as for the team.
• Self-motivated.