Team Lead: EUC (CPT Onsite)

SUMMARY:
-

POSITION INFO:

ENVIRONMENT:

OVERSEE incident and request management performance, ensuring all EUC SNOW tickets are managed efficiently within agreed service levels as the next Team Lead: EUC wanted by a dynamic Internet Service & Network Specialist. You will also ensure adherence to ITIL processes while driving team productivity, workload distribution, and collaboration between technical support teams to ensure timely resolution of issues. The ideal candidate must have Matric/Grade 12, a suitable IT tertiary qualification with Microsoft MCSA 2016 or equivalent and ITIL v2 Foundation. You will also require 10 + years’ experience supporting datacentre software including with Microsoft Exchange 2010 or higher, Active Directory, Hyper-V & extensive experience supporting multi-Vendor Hardware platforms.

DUTIES:

• Oversee incident and request management performance, ensuring all EUC SNOW tickets are managed efficiently within agreed service levels.
• Ensure adherence to ITIL processes, operational procedures, and escalation frameworks while maintaining clear visibility of service performance.
• In addition to operational oversight, the role drives team productivity, workload distribution, and collaboration between technical support teams to ensure timely resolution of issues.
• A strong focus is placed on proactive service improvement, identifying risks, opportunities, and initiatives that enhance customer experience and operational efficiency.

Escalation Management –

• Assist with escalations from 1st and 2nd Line Support Engineers.
• Provide 2nd to 3rd line datacentre, network, and security support.
• Where needed, escalate to 3rd Line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
• Manage and drive to resolution escalated incidents, problems, and requests.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.

Problem solving -

• Remediate technical issues identified by audit risk findings and monthly reporting.
• Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.
• Own Root Cause Analysis and Problem Management.
• Provide advanced-level of desk side support for desktop-related technical issues.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.

Service Improvement -

• Identify opportunities to innovate, extend and enhance service delivery.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Track and monitor service levels and implements action plans to improve.

Proactive follow-up on escalated issues -

• Participate, lead, and initiate various projects to continually improve the customer environment.
• Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.
• Gauge the effectiveness.

Documentation –

• Adherence to process.
• Operate within process controls and apply due diligence in following standard operating procedures.
• Ensure that complete and accurate resolution descriptions are captured for each ticket.
• Ensure adherence to all customer and internal policies, procedures, and standards.

Creation -

• Create and update documentation related to installation procedures and troubleshooting.
• Create system documentation for technologies, including installation, configuration, and appropriate troubleshooting steps.

Maintenance -

• Ensure that all applicable site documentation and standard operating procedures are maintained up to date.

Relationship Management -

•  
• Develop and maintain a professional working relationship in support of the Service Delivery Manager with the following: Clients, End-users, Supporting teams and 3rd party vendors.
• Communicate oral or written feedback and technical information to all levels.
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
• Manage customer satisfaction through effectively communicating and managing customer expectations.

REQUIREMENTS:

Qualifications –

• Matric \ Grade 12 (Compulsory).
• Tertiary IT qualification.
• Microsoft MCSA 2016 or equivalent.

Experience/Skills –

• A least 10 + years’ experience supporting datacentre software.
• Extensive experience supporting Microsoft Exchange 2010 or higher.
• ITIL v2 Foundation.
• Extensive experience supporting Active Directory and Hyper V.
• Extensive experience supporting multi-Vendor Hardware platforms.
• Good understanding of server environment.
• Business process in the IT industry.
• Own reliable transport and driver’s license.

ATTRIBUTES:

• Self-starter with a proven track record and contactable references.
• Ability to identify and understand problems and find suitable solutions.
• Analytical skills.
• Conscious of delivering solutions on time.
• Problem-solving and the ability to clearly articulate problems and solutions with the technical team.
• Adherence to strict IT Policies.
• Teamwork.