Team Leader - Cape Town at Recru-IT

Responsibilities:

• Ensuring engineers respond professionally and in a timely manner.
• Ensuring the solutions, the engineers are providing are correct; provide instant training and correction if this is not the case.
• Ensuring tickets are closed/put on hold where appropriate.
• Ensuring escalation from First-Second-Third-Technical escalation protocol
• Report any escalations to the Help Desk Manager
• Provide quality and swift remote support to our clients.
• Responding to support escalations and third line remediation
• Troubleshoot problems relating to Office 365, Servers, Networking, SharePoint, Firewalls, VPN, Azure and other Business Applications used by our clients.
• Providing a level of mentoring and support to other members of the technical team
• React to service outages promptly with adherence to standard operating procedures.
• Apply diagnostic utilities and best practice methodology to aid in troubleshooting. (And yes, Google/ IT Glue is your best friend, use it!)
• Provide work direction, problem resolution and training to other technical support people.
• Respond to assigned tickets/tasks in accordance with SLA guidelines of 4 hours utilizing Kaseya.
• Record, track, and document the problem-solving process, including all actions taken, relevant research articles, software/hardware information as well as the final resolution.
• Update technical support documentation and all pertinent information in IT Glue
• Utilize Kaseya and other monitoring platforms to maximum efficiency.
• Take ownership of tasks and follow through to ensure complete resolution.
• Take a personal interest in and responsibility for the quality of work.
• performed or associated with. Remember, you are an ambassador for the company.
• Perform post-resolution follow-ups to help requests.
• Follow all company policies and best practices such as accurate time tracking.
• Follow customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
• Attend daily meetings with the Help Desk Manager twice a day, in the morning at the start of the day and in the afternoon at the end of the day to strategies for the day and report back on any issues.