IT Support Lead

Job Description

As an IT Support Lead, you will spearhead our technical support team, ensuring all client issues are addressed swiftly and effectively. Ideal candidates will possess extensive knowledge of IT systems and support processes, and will demonstrate leadership capabilities in managing a team of technicians.

Responsibilities

• Direct the workflow of the IT support team, ensuring timely response to issues.
• Enhance customer interactions through effective support strategies.
• Plan and conduct team meetings to discuss performance and expectations.
• Review and prioritize incoming requests and manage escalated issues.
• Facilitate user training on new systems and processes.

Requirements

Education

• Master's degree in Information Technology or related field
• Professional IT certifications (e.g., Cisco CCNA, CompTIA A+) are a plus

Experience

• 5+ years of experience managing IT support teams

Technical Skills

• Virtualization Technologies (VMware, Hyper-V)
• Database Administration (SQL, MySQL)

Soft Skills

• Customer Service Orientation
• Conflict Resolution

Certifications

• AWS Certified Solutions Architect
• Google Professional Cloud Architect

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with cloud technologies (AWS, Azure): Hands-on experience in managing cloud-based environments.
• Knowledge of scripting languages (Python, PowerShell): Ability to automate routine tasks using scripts.

Benefits

• Comprehensive medical and wellness benefits
• Annual company retreats and team-building activities
• Generous leave policy including sick leave and annual leave
• Employee assistance programs for work-life balance

Company Culture

• Continuous Improvement: We are committed to the ongoing development of our staff.
• Work-Life Balance: We prioritize the health and wellbeing of our employees.
• Employee Engagement: We actively seek employee feedback and involvement in decision-making.