Senior Technical Support Lead - Pretoria
Datacentrix
Managed Talent Solutions client is looking for a Senior Technical Support Lead. Responsible for providing Onsite and Remote contact support to all client offices as required with a focus on Customer Service and user adoption, by leveraging the relevant IT processes and departments to link the business need with the IT advice and service.Responsibilities:Serve as the first contact with customers who need technical assistance via Chat, the phone or email.Resolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providers.Responding to critical and major incidents as escalated, according to established proceduresPerform troubleshooting using different diagnostic techniques.Troubleshoot, diagnose, and resolve technical hardware and/or software issues (Remotely or Physically onsite)Provide quick resolution and excellent customer service.Redirect unresolved issues to the next level of support personnel.Provide needed information on IT products or services.Keep record of problems and their resolution Follow-up with customers Provide feedback on processes and make recommendations on areas to improveMaintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshootingSuggest improvements on proceduresRun diagnostic problems to resolve problemsClean up computersLog respective issues with vendors for support - Repairing and replacing equipment as necessary.Requirements:Tertiary qualifications in Computer Science, Information Technology or Engineering is highly desirable.ITIL qualification highly desirableAt least 3 years of experience in commercial Information TechnologyExperience in a managed services environment.Experience supporting AutoCAD and specialist engineering applications desirable.Experience using Call Management Software (CMS) See Description See Description
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