IT Manager
Ad Talent
- South Africa
- R30,000 per month
- Permanent
- Full-time
- Being responsible for IT Operation within the region, inclusive of 2 direct reports
- Manage caseloads (full escalations and requests for assistance)
- Diagnose and solve technical issues at 3rd Support Level and where needed, escalate to external vendors and to other internal teams
- Provide technical assistance and remote troubleshooting support including availability to perform on-call (after working hours) activities
- Detect, investigate, recreate and raise defects. Track defects through internal systems and turn-around fixes for production issues, set up environment to reproduce issues and test potential work-arounds and develop ad-hoc solutions to address issues as work-arounds
- Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, leverage opportunities for continuing education
- Managing main IT stakeholders in the regions
- Work closely with the Regional IT Manager to improve customer satisfaction
- Managing IT OPEX and IT CAPEX for the given region
- Analysing tickets and work load for the given region
- Handle change management.
- Supervise quality management.
- Organising training
- Ensuring service levels are met
- Working with vendors
- Open to travel between schools and sites
- Organisation Responsibilities
- This position reports to the Regional IT Manager
- The IT Manager - KZN manages the L2 Technicians (2 people), including the induction and performance management of team members and the management of sickness/absence and conduct etc.
- Mentor and motivate the L2 Support Technicians.
- Hard skills:
- Educated to degree level
- At least 4 years working experience as IT Manager in a similar environment
- ITIL experience
- In-depth knowledge of the diagnosis, repair and debugging of software and computer systems
- Must have in-depth knowledge LAN/WAN Networking and IT Network Operations experience
- Demonstrate knowledge and understanding of technologies such as personal devices, laptops, tablets, Windows 7/8/10, macOS, Linux, ChromeOS, iOS, Android operating systems, WiFi, MiFi, Bluetooth, Broadband, network routing, remote access, personal productivity software, terminal emulators, and video conferencing technology
- Expert level with Microsoft Office, Adobe, Google Suite
- Networking and network administration experience, preferred network engineering background
- In-depth knowledge and relevant experience of firewalls, network protocols and network security
- VMWare experience (preferably certified)
- (Ruckus) Wi-Fi experience along with installation, configuration and troubleshooting skills
- Server administration experience
- Webserver management experience
- People Management and Team Lead Experience
- Cloud based solutions knowledge
- Experience with both hardware and software issues
- Advanced level in English (both written and verbal)
- Soft skills:
- Ability to interface and work with Executive Management in a highly dynamic, demanding, and mobile environment
- Strong technical attitude and a desire to learn and work in a fast paced, dynamic environment
- Ability to balance and prioritise multiple concurrent projects effectively
- Flexibility in work schedule with an ability to be on call to address problems, escalations, and complete projects
- Superior Customer service and analytical abilities
- Ability to think analytically, conceptually and systematically to resolve problems, make decisions
- Attention to detail
- Able to work independently and efficiently
- Excellent communication (oral and written), interpersonal, organisational, and presentation skills
- Additional skills:
- Experience with (Student) Management Information Systems
- Experience with CRM Systems
- Strong knowledge of mobility concepts, mobile device management and mobile device operating systems
- The Perfect Match
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