Technical Support Manager

SUMMARY:

iOCO Infrastructure Services Invites You to Explore Possibilities.

We are seeking a highly skilled and customer-focused Technical Support Manager to lead our support team and ensure the delivery of exceptional technical assistance to clients and internal stakeholders. In this role, you will...

POSITION INFO:

iOCO Infrastructure Services Invites You to Explore Possibilities.

We are seeking a highly skilled and customer-focused Technical Support Manager to lead our support team and ensure the delivery of exceptional technical assistance to clients and internal stakeholders. In this role, you will be responsible for overseeing daily support operations, developing support strategies, managing team performance, and driving continuous improvement in customer satisfaction and service quality.

The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering efficient and effective support solutions.

 

What you’ll do:

• System Performance:
  • Utilize the supported monitoring system to identify problematic remediation services.
• Service Request / Incident Management:
  • Ensure all escalations are actioned and production is returned to a normal state within the SLA time frame.
  • Limit the number of recurring/reopened calls to ensure that the user is satisfied with the service provision. Managing and remediating calls within the client-defined SLA.
• General:
  • Ensure that all deadlines are met and adhere to the Change Management Process and Incident Management Process.
  • Provide documentation on request for technical architecture, work instructions, or auditing requirements.

Your expertise:

• Active Directory Expertise:
  • Minimum 5 years in IT support roles focusing on Active Directory. Manage Active Directory based on service requests, incidents, preventive maintenance, or facility improvements. (ADSS, DNS, DHCP, scripting, and associated tasks)
• Exchange on-premises Expertise:
  • Minimum 5 years in IT support roles focusing on Exchange on-premises.
  • Manage Exchange on-premises based on service requests, incidents, preventive maintenance, or service improvements.
• Azure, Entra ID, and M365 Expertise:
  • Minimum 5 years in IT support roles focusing on M365, Azure, and server administration.
  • Manage Azure, Entra ID, and M365 based on service requests, incidents, preventative maintenance, or service improvements. (Exchange Online, MS Teams, Intune, SharePoint, and OneDrive)
• Mimecast Expertise:
  • Minimum 5 years in IT support roles focusing on Mimecast and DMARC.
  • Manage Mimecast based on service requests, incidents, preventative measures, maintenance, or service improvements. (Mimecast and DMARC)
• English - Can converse and has the necessary email skills.
• Excellent Customer Interaction with clear, concise, and effective communication skills.
• Effectively collaborate with the team to achieve common goals.
• Identify and resolve issues effectively.
• Pass typical recruitment checks (reference, criminal checks, etc.).

Qualifications required:

• National Senior Certificate/ Matric/ N3/ Grade 12
• Diploma or Degree in Information Technology
• Microsoft 365 and Mimecast Certification
• A+, N+
• ITIL 4 - exposure or accreditation
• Qualifications / knowledge preferred:
  • Microsoft Active Directory, Exchange on-premises, M365, Mimecast, and DMARC
  • MS SharePoint, Teams, and collaboration knowledge
  • Endpoint Protection and zero-trust security
  • WIFI and cabling management
  • On-premises firewall knowledge
  • Call and vendor management

Other information applicable to the opportunity:

• Permanent Position
• Location:  Newlands, Cape Town
• Physical Demands: Sitting, walking, bending, and lifting
• Work environment: On-site – Open plan
• Travel: Must have a vehicle and a valid driver’s license

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.