Technical Support Manager

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

Industries:Information Technology & Services

Function: Web Development