IT Engineer / Team Lead

National Company is seeking an experienced IT Engineer / Team Lead for their branch in Port Elizabeth.

Purpose of Position:
The Team Lead is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.

Their primary objective is to ensure contracted Managed Services outcomes are delivered to the client.
They assist with the building and support of delivering managed services and work with regional and local teams to meet business objectives.

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Requirements:
Relevant IT Qualification
ITIL certification
Entry level experience in coaching and mentoring teams on a daily basis
Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
Demonstrated experience in organisational change management (transformational experience)
Entry level experience in management of people, process and technology
Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack

Duties:
Monitors the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
Works independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA
Provide support to all escalated incidents
Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
Act as emergency support contact as needed, for critical client and business impacting issues
Ensures that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
Timely escalation of all tickets to management with ensuing updates, where applicable
Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks
Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices
Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
Coach Service Desk, Operations Centre and L4 teams offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates etc as required
Drive service delivery to clients from the Operations Centre and / or CoE
Apply standardized service management service operations (SMSO) to deliver managed services
Engage with clients for technical operations as part of routine operations
Constantly measure and analyze team’s delivery capabilities etc.

Salary is market related.