Technical Lead

TECHNICAL LEAD | Umhlanga Rocks

Essential competencies:

  • 5-7 years’ working experience as an IT support technician and directly supporting end-users, both face-to-face and remotely
  • 5-7 years’ experience troubleshooting and upgrading desktop/workstation and server hardware
  • 5-7 years’ experience installing, maintaining and supporting corporate network environments (LAN & WAN)
  • Comprehensive knowledge of Windows and Apple operating systems
  • Experience troubleshooting and setting up mobile devices, especially those on the Android and iOS platforms
  • Windows Server and SBS operating systems
  • Microsoft Office 365 Administration and migration
  • Azure experience – support and administration of Azure based infrastructure
  • Microsoft Office application suite
  • Advanced networking – routers, access points, switches & firewalls
  • DHCP Servers, Active Directory
  • VPN and WAN setup/support
  • Microsoft Exchange Server
  • Experience in Disaster Recovery applications, processes and procedures
  • Drivers license
  • Experience having worked with a helpdesk ticketing system such as OTRS, Zendesk & osTicket, Heat, Remedy, etc.
  • Microsoft certifications in AZ103/MS100 & MS101

Advantageous skills:

  • Other cloud-based technologies – AWS, IBM, Google
  • Advanced networking – Firewalls (Mikrotik, Cisco, Juniper, Fortinet)
  • Linux operating systems
  • MCSE or equivalent
  • VMware & Hyper-V

Key responsibilities:

  • Be accountable for effecting remote and onsite IT support to all internal and external stakeholders, in the recording and resolution of all IT support tickets logged and/or calls taken.
  • Provide technical support and knowledge in terms of hardware, software, systems and administration.
  • Ensure expected service levels and response times are adhered to.
  • Follow the company processes to effectively escalate matters with efficient resolutions.
  • Maintain constant communication with end users, engineers, partners and third-party service providers on all matters that require technical support.
  • Provide mentorship and drive learning initiatives within the team.
  • Manage and lead various cloud related and technical projects for key client accounts.
  • Perform regular client site inspections.
  • Develop and implement standard operating procedures and technical methodologies used in a technology driven business.
  • Be a Microsoft 365 evangelist with customers, partners and external communities.
  • personal attributes
  • A team player, not afraid to show initiative with strong problem solving and decision making skills.
  • A customer-focused attitude, with strong verbal and written communication skills.
  • Self-motivated with a constant use of one’s own initiative.
  • The ability to multi-task and prioritise workload in real-time.
  • Passionate about keeping abreast of changes in your chosen area of technology.
  • The culture of imparting knowledge to co-workers, regardless of years of experience, and to constantly acquire and adopt knowledge from others.
  • Career-focused with the motivation to forge one’s own path to success within a high-performing team.
  • The drive to be the best in the industry in every task one undertakes.