Infrastructure Support Technician Team Lead

JOB TITLE:

Infrastructure Support Technician Team Leader

LOCATION:

Stellenbosch (Cape Town)

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider focusing on optimising cloud infrastructure and cyber security. Our just cause is to enable digital transformation through delivering unquestionable value.

Our core capabilities are in IT leadership, security and cloud. We have over 27 years of experience in infrastructure and support services, adhere to ITIL best practices and hold a breadth of knowledge across various technologies and industries.

We believe our people are essential to our continued success and support career growth through our Go4Growth model which is aimed at encouraging our people to continuously contribute, learn, evolve and succeed.

PURPOSE OF POSITION:

The purpose of the Infrastructure Support Technician Team Lead is to oversee and manage the daily activities of the support team, ensuring the delivery of technical support and service to clients. Acting as the primary representative for the group, the Team Lead engages with both internal and external stakeholders to align support strategies with business goals and client needs.

This role is focused on the continuous development and improvement of the team, ensuring that each member has the necessary skills, knowledge, and resources to excel. The Team Lead is responsible for fostering a collaborative team environment, promoting best practices, and driving the achievement of key support metrics.

KEY RESPONSIBILITIES:

Leadership:

• Lead, inspire, and motivate the Infrastructure Support Technician team by fostering a positive work environment that encourages teamwork, collaboration, and professional growth.
• Oversee the day-to-day operations of the Infrastructure Support Technician team, ensuring adherence to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs) by consistently meeting or exceeding established targets for response times, resolution times, and customer satisfaction.
• Collaborate with direct reports to create individual development plans that outline their career goals and the steps needed to achieve them.
• Assess the skills and knowledge of team members to identify areas where improvement or development is needed.
• Provide continuous feedback to direct reports regarding their performance, emphasizing both strengths and areas for improvement to support their professional development.
• Conduct regular contribution evaluations and participate in the performance review cycles.
• Participate in talent acquisition and the recruitment of new team members.
• Train and onboard new team members, as well as provide ongoing training and development opportunities for existing team members.
• Conduct regular 1 on 1s with direct reports.
• Drive continuous optimization through facilitating daily stand-up meetings with the team and regular process improvement reviews and automation initiatives.

Lead Incident Response and Planning:

• Coordinate major incident response efforts, and orchestrate cross-functional teams to ensure swift resolution, effective communication, and post-incident analysis for continuous improvement.
• Facilitate the management of escalations to and from the Infrastructure Support Technician Team.
• Provide guidance and mentorship to junior team members.
• Facilitate the creation of training sessions aimed at enhancing the skills, knowledge, and overall professional development of team members.
• Develop and test incident response plans tailored to critical situations.

Cross Team Collaboration:

• Facilitate the collaboration between the Infrastructure Support technician team with other departmental teams.
• Collaborate with People Operations on recruitment, onboarding, and training of new team members.
• Foster a collaborative environment by promoting knowledge sharing, cross-training, and mentoring within the team.

Process Optimisation:

• Collaborate with relevant departmental leaders to optimise support processes and workflows.
• Implement and maintain quality assurance measures, ensuring adherence to established standards, best practices, and compliance requirements.

Technical Support and Guidance:

• Provide advanced technical support and guidance to the Infrastructure Support Technician Teams.

Infrastructure and Security Risks Management:

• Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks.
• Stay informed about the latest cybersecurity threats, trends, and best practices.

Scripting and Automation:

• Examine and identify opportunities to automate routine tasks and processes across various operational areas.
• Collaborate with the automation team to streamline system management.

Ways of working:

• Manage and maintain team adherence to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs).
• Oversee team adherence towards detailed documentation of support activities.
• Review, compile and action Requests for Change (RFCs) related to infrastructure.
• Establish timely communication with clients and internal stakeholders.
• Ensure flexibility and availability to support system upgrades and maintenance activities.
• Participation in the after-hours "team lead" standby roster.
• Establish and promote best practices for documenting infrastructure configurations.
• Create and present regular reports to senior management.

Continuous Learning and Development:

• Advocate and establish innovation and efficiency within the team's operations.
• Participate in ongoing training and development opportunities.
• Setting and reviewing team and individual development goals.

KEY REQUIREMENTS:

Required:

• 1-3 years of experience in a technical team leadership support role.
• 3-5 years of experience in technical support.
• Microsoft AZ-800: Administering Windows Server Hybrid Core Infrastructure
• CompTIA A+
• CompTIA Network+
• Fortinet Certified Professional (FCP) - FortiGate Administrator
• Mimecast Email Security, Cloud Gateway Fundamentals Level 1 Certification
• Mimecast : Email Security, Cloud Gateway Advanced Level 2 Certification

Beneficial:

• Microsoft AZ-801: Configuring Windows Server Hybrid Advanced Services
• MS-102: Microsoft 365 Administrator
• MD-102: Endpoint Administrator
• AZ-104: Microsoft Azure Administrator
• Fortinet Certified Fundamentals (FCF) in Cybersecurity certification
• Fortinet Certified Associate (FCA) in Cybersecurity certification
• Fortinet Certified Professional (FCP) - FortiManager Administrator
• Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications).
• A bachelor's degree or diploma in a relevant field.

CORE COMPETENCIES:

Technical Competencies:

• Advanced knowledge and experience with supporting Dell PowerEdge servers.
• Advanced knowledge and experience with network services.
• Advanced knowledge and experience with supporting firewall networking appliances.
• Advanced knowledge and experience with supporting network switch appliances.
• Advanced knowledge and experience with supporting wireless networking appliances.
• Advanced knowledge and experience of virtualization technologies.
• Advanced knowledge and experience of database technologies.
• Intermediate knowledge and experience of disaster recovery and business continuity.

Behavioral Competencies:

• Practical Intelligence
• Risk Management
• Goal Orientation
• Commercial Awareness
• Judgement
• Collaboration & Teamwork
• Tenacity
• Growth-Mindset

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location.