Team Lead: EUC (CPT Onsite) at Datafin Recruitment

ENVIRONMENT:

• OVERSEE incident and request management performance, ensuring all EUC SNOW tickets are managed efficiently within agreed service levels as the next Team Lead: EUC wanted by a dynamic Internet Service & Network Specialist.
• You will also ensure adherence to ITIL processes while driving team productivity, workload distribution, and collaboration between technical support teams to ensure timely resolution of issues.
• The ideal candidate must have Matric/Grade 12, a suitable IT tertiary qualification with Microsoft MCSA 2016 or equivalent and ITIL v2 Foundation.
• You will also require 10 + years’ experience supporting datacentre software including with Microsoft Exchange 2010 or higher, Active Directory, Hyper-V & extensive experience supporting multi-Vendor Hardware platforms.

DUTIES:

• Oversee incident and request management performance, ensuring all EUC SNOW tickets are managed efficiently within agreed service levels.
• Ensure adherence to ITIL processes, operational procedures, and escalation frameworks while maintaining clear visibility of service performance.
• In addition to operational oversight, the role drives team productivity, workload distribution, and collaboration between technical support teams to ensure timely resolution of issues.
• A strong focus is placed on proactive service improvement, identifying risks, opportunities, and initiatives that enhance customer experience and operational efficiency.

Escalation Management –

• Assist with escalations from 1st and 2nd Line Support Engineers.
• Provide 2nd to 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 implements 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 –

• Develop and maintain a professional working relationship in support of the Service Delivery Manager with the following: Clients, End-users, Supporting teams and 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.

Experience/Skills –

• 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.
• Good understanding of server environment.
• Business process in the IT industry.
• Own reliable transport and driver’s license.

ATTRIBUTES:

• Self-starter with a proven track record and contactable references.
• Ability to identify and understand problems and find suitable solutions.
• Analytical skills.
• Conscious of delivering solutions on time.
• Problem-solving and the ability to clearly articulate problems and solutions with the technical team.
• Adherence to strict IT Policies.
• Teamwork.