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Salary Negotiable Cape Town, Western Cape more than 14 days ago

Helpdesk Tier 2 Supervisor

Responsibilities

Management of Tier 2 team (includes capacity management and project assignments).
Maintain relationship with 3rd party service delivery partner/vendors.
Procurement and management of Store IT stock.
Escalation management from within the team and end users.
Project Management of IT store related projects.
Continually up skill own knowledge of support products and solutions.
Assisting Tier 2 operators to deliver excellent service to stores.
Training new operators / help up skill existing operators.
Second line telephonic support to stores relating to hardware (POS/Back Office) and software problems (POS/Back Office) and ensuring all issues are resolved timeously for maximum trading uptime.
Manage calls to ensure they remain within the SLA of the company.
Standby (after hours support) over a week period on a rotational basis.

Key Competencies and Qualifications

Management skills (proven track-record of people management).
Strategic planning skills.
Excellent verbal and written communication.
Ability to communicate at all levels.
IT qualification (A+ /N+ / MCSE (MCITP) or a combination thereof) or an IT diploma.
ITIL V.3 Foundations.
A minimum of 3 years hardware / software support to end-users.
Strong working knowledge of MS Word, MS Excel, MS Windows and call logging systems is essential.
Excellent working knowledge of computer hardware and operating systems.
Excellent working knowledge of networking (TCP/IP protocols essential).
Ability to troubleshoot hardware components/software via the phone.
Display initiative in ensuring timeous problem solving in line SLA.
Excellent organizational skills and prioritization.
Ability to work within a team.
Retail environment experience advantageous.

Recruiter: CompuJobs