Field Support Team Leader (IT Support)

SUMMARY:
Field Support Team Leader (IT Support)

POSITION INFO:

Field Support Team Leader (IT Support)

Experience

-                      3 years minimum experience in an organisation of at least 1000 users

-                      2 years’ experience leading an IT support team

Education

-                      Matric

-                      Bachelor’s degree / National Diploma or equivalent in IT

-                      MCSE/MCITP

-                      Comptia A+/N+

-                      ITIL v3 Foundation Certification an added advantage

Attributes and critical competencies

-                      Social intelligence (capacity to understand different social and business situations and the ability to operate effectively in these various situations).

-                      Should be able to manage conflict with maturity

-                      Business Acumen including excellent customer service skills.

-                      Relationship building

-                      Strong learning agility

-                      Team player, knowledge sharing and learning

-                      Systems thinking

-                      Detail & quality oriented

-                      Excellent verbal and written communication skills including effective listening skills.

-                      Solid analytical and troubleshooting skills specific to software related issues.

-                      Strong customer service skills.

DESCRIPTION

Directly manage the day to day activities of the End-User Computing support team. This includes the responsibility of managing all procedures related to the identification, prioritising, and resolution of end user service requests and incidents. Engage on escalations from the service desk and End-User support team and provide technical coordination with other departments.

Work Output(s)

-                      Ensures all incidents are resolved against SLA

-                      Ensure the effective alignment in the implementation of project initiatives

-                      Compile daily, monthly and quarterly reports

-                      Administer user support and customer service and satisfaction as well as being present and visible in desktop support and available to users requiring technical assistance

-                      Attend to other duties as assigned by the National Service Delivery Manager

-                      Maintain formal procedures for consistency and increased productivity in the Desktop Support

Technical Work Responsibilities

-                      Troubleshoot and resolve IT issues

-                      Lead a team of Field Support Engineers

-                      Ensures all incidents are resolved against SLA

-                      Carry out software and hardware rollout projects

-                      Resolve escalated or complex queries that exceed the knowledge base of the IT Support Team

-                      Installing and maintaining IT hardware, standard software and specialised software as per SLA requirements

-                      Logging of problems and the co-ordination of rapid and appropriate responses aligned to SLA’s and agreed standards

-                      Compile and submit daily, monthly and quarterly reports

Salary: R18000.00 – R20000.00

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