Technical Support Manager

Job Description

As a Technical Support Manager, you will play a key role in leading our Durban team, providing them with the necessary resources and support to deliver outstanding technical assistance to our customers, ensuring swift and effective resolutions to their issues.

Responsibilities

• Manage daily operations of the technical support team, ensuring optimal performance.
• Conduct regular team meetings to discuss challenges and successes.
• Assist in the recruitment and training of new support staff.
• Handle escalated customer complaints and provide effective resolutions.
• Track and report on support metrics to identify areas for improvement.
• Introduce new technologies to enhance support service delivery.
• Foster a positive team environment that encourages knowledge sharing and collaboration.
• Ensure compliance with company policies and procedures in all support activities.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Master's degree in Information Systems is an advantage

Experience

• 5+ years in a technical support role, with leadership experience preferred

Technical Skills

• System Administration
• Help Desk Software

Soft Skills

• Critical Thinking
• Interpersonal Skills

Certifications

• Microsoft Certified: Azure Fundamentals
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent

Advantageous

• Familiarity with Cybersecurity Best Practices: Understanding of security protocols to ensure customer data safety.
• Quality Assurance Experience: Experience in implementing QA processes within a support environment.

Benefits

• Comprehensive medical aid
• Retirement savings plan with company contributions
• Work-life balance initiatives
• Access to employee wellness programs

Company Culture

• Employee Development: Continuous learning is part of our ethos, with varied training opportunities provided.
• Supportive Environment: We strive to create a supportive workplace where individuals can thrive.