Technical Head of Support

AES Global

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AES Global

Cape Town, South Africa

www.aesglobal.io
021 201 7100

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Applications for this position closed on 3/Aug

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Technical Head of Support

Location Cape Town, South Africa
Employment Type Full Time
Seniority Level Mid Senior
Experience 8 to 9 years
Remuneration  
Remuneration Type Cost to company
Remuneration Frequency Monthly
Benefits -
29/07/2020 Reference Number: AES1944637133
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Skills

  • Cisco Systems
  • Linux
  • Technical Support

Job Description

Opportunity available in Johannesburg at a leading FinTech company for an experienced Technical Head of Support. The main focus of this role will be to ensure that customers receive excellent and consistent service. 

Responsibilities:

  • Maintaining good relationships with clients
  • Establishing and maintaining best practices through the entire support process.
  • Recruiting, training, and managing the support team.
  • Understanding various SLAs in place and ensuring that they are adhered to.
  • Providing customer feedback to the appropriate internal teams, like product developers.
  • Developing daily, weekly and monthly reports on the help desk team’s productivity.
  • Implementing and maintaining self-help functionality to minimize the number of support queries created for common issues.
  • Providing first level support as needed.
  • Keeping ahead of industry’s developments and apply best practices to areas of improvement.

Skills and experience

  • 10 years of relevant experience as a Technical Support Manager, Desktop Support Engineer, IT Help Desk Technician or similar role
  • BS degree in Information Technology, Computer Science or relevant field
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
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