Team Leader: Technical Support

Apply By

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!
2. Once you have completed the above finalize your application by clicking apply below.

Purpose Statement

• To ensure users within Capitec Bank are fully operational and supported through leading technical support teams and ensuring delivery on operational workload in line with SLA agreements.
• Engage with relevant Business units to understand the clients need.
• Lead the delivery of IT-facilities and projects, and ensure asset management lifecycles are applied within the organization.
• Ensure teams adhere to processes and that risks are mitigated.
• To lead the delivery of technical / desktop support to users at Capitec Retail and Business Retail Centres and ensure that faulty equipment is repaired by suppliers according to SLA and standards.
• Liaise with vendors regarding technical changes and support.
• Incident and Problem management analysis.
• Effectively lead the Technical Support team to contribute to the business objectives by enabling engineers to meet agreed-set targets while focusing on internal client service and support.
• Providing detailed reports and trend analysis to inform managerial decision making.
• Provide technical leadership from a solutions perspective to technical support teams. This will include solutions design where needed, technical incident and problem resolution and technology guidance to enable delivery to their clients.

Experience

Minimum:

• 5 Years’ minimum experience in a corporate technical support environment which should include the following:
• Experience of managing and leading people/teams | overseeing and validating work of others.
• Experience in supporting executive management end-users.
• 4 Years experience working with knowledge related to Microsoft and Apple hardware and software technology.
• 4 Years’ experience in knowledge of diagnostic principles and troubleshooting using technology tools.
• 5 Years’ experience in client relationship management practices and principles.
• ITIL v4 Foundation.
• AWS Certification.

Qualifications (Minimum)

• A relevant qualification in Information Technology - Technical Support or Information Technology - Computer Science.

Qualifications (Ideal Or Preferred)

• Bachelor's Degree in Information Technology - Technical Support or Information Technology - Computer Science.

Knowledge

Minimum

• People / team leadership and management practices and principles.
• Regulatory requirements, compliance standards in a technical environment.
• General operations management practices and principles and stakeholder and client management.
• HR principles and processes.
• Client service principles and practices.
• Advanced knowledge in a corporate technology support environment.
• Knowledge related to end-user computing devices and peripherals (including desktop and laptop technologies).
• Advanced Knowledge Microsoft hardware and of Microsoft and Apple software technology.
• Basic Advanced knowledge of diagnostic principles and troubleshooting.

Skills

• Communications Skills.
• Analytical Skills.
• Negotiation skills.
• Leadership Skills.
• Interpersonal & Relationship management Skills.

Conditions of Employment

• Clear criminal and credit record.
• Willing to work regular shifts or weekends or rotational standbys.

Capitec is committed to diversity; applications to this position will strictly be considered in support of our employment equity goals.