Software Engineer - Johannesburg - ITC Worldwide, LTD.

    ITC Worldwide, LTD.
    ITC Worldwide, LTD. Johannesburg

    6 days ago

    Default job background
    Description

    Technical Support Lead

    R 5,900.00 - 6,500.00 (South African Rand)

    We are seeking an ITSM Help Desk Lead to oversee our information technology help desk and incoming tickets.

    The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem-solving, and leadership skills.

    Core Values

    • Be Open: Be accessible, candid, collaborative and transparent in the work we do.
    • Lead by Example: Commit to integrity and equity in working to meet the diverse needs of all people and communities.
    • Make an Impact: Effect positive and sustained outcomes that make our region thrive.
    • Be Courageous: Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
    • Cultivate Belonging: Embrace differences, foster equity, champion inclusion, and empower all.

    Responsibilities

    • Coordinate administrative and technical workloads for the help desk team.
    • Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support.
    • Provide updates on changing customer requirements.
    • Perform incident management and ensure adequate staffing levels.
    • Serve as the liaison between team members, client management, and company management.
    • Evaluate user satisfaction and service delivery processes.
    • Collaborate with Information Technology and Help Desk teams to discover innovative solutions.
    • Prepare reports on help desk metrics.

    Requirements

    • Experience leading teams of technical IT staff.
    • Knowledge of call tracking and problem management software applications.
    • Knowledge of IT hardware and software troubleshooting.
    • Ability to analyze data and communicate metrics related to help desk.
    • Ability to manage time and effectively delegate tickets based on priorities.

    Certifications

    • AZ-800: Administering Windows Server Hybrid Core Infrastructure;
    • AZ-801: Configuring Windows Server Hybrid Advanced Services;
    • AZ-500: Microsoft Azure Security Technologies;
    • SC-200: Microsoft Security Operations Analyst;
    • SC-400: Microsoft Information Protection Administrator;
    • AZ-700: Designing and Implementing Microsoft Azure Networking Solutions.


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