Team Leader: Technical Support (Menlyn) at Assupol

Description
 Lead Technical Support Team

• Provide reports to management on call closure status and first line support related matters
• Implement processes to ensure calls are closed timeously
• Liaise with all necessary stakeholders and provide feedback to business and IT Management
• Ensure jiras are dealt with and closed timeously
• Assign jiras
• Monitoring (e.g. Boardrooms)
• Escalation of calls to 3rd line and other Teams.

Provide hardware and software support (LAN & WAN)

• Install software
• Troubleshooting (TCF)
• Assemble computer 
• Repairs & maintenance of hardware & peripherals
• Installation & maintenance of cabling
• Maintain inventory for software & hardware (TCF)
• Desktop patch management

Provide 2nd line support to users 

• Investigate and provide solution (TCF)
• Communicate with users on incident logged (TCF)

Finance, procurement and asset management

• Ensure that end user equipment (e.g. laptops and desktops) are procured timeously
• Obtain quotes and provide IT Management Team with quotes and recommendations of assets to procure
• Works closely with the asset management team to ensure that assets are tracked and managed.

Requirements
KNOWLEDGE AND SKILLS

FORMAL EDUCATION

• National Diploma in IT (advantageous)

TECHNICAL/LEGAL CERTIFICATION

• A+
• N+

EXPERIENCE   

• 5 Years’ Experience in 2nd & 3rd line support 
• Team lead experience