Key Result Areas:
- Ensure ongoing improvement in the Team’s training and development
- Manage departmental budget and ensure that expenses are within budget
- Ensure the successful performance of direct reports, timeously correcting poor performance
- Ensure adherence to the quality system requirements for department
- Ensure strict adherence to business policies, processes and procedures
- Develop and maintain an effective networking relationship with all Customers and Bytes resources
- Provide guidance and assistance with profitability analyses
- Manage the implementation of various service methodologies
- Develop and maintain an effective networking relationship with all Customers and Bytes resources
Subject Matter Expertise
- Ensure that the Technical Support Specialists provide support on Point Of Sale, Image Processing and End User Computing solutions maintained for our customers
- Ensure that Technical Support Specialists provide pre/ post-sales assistance and strategic technical guidance
- Manage technical and software operational services to customers and provide customers with meaningful information regarding technical and software trends
- Ensure that the Department identifies and monitors sites requiring action by the Pro-Active service methodology
- Manage optimal functioning of hardware, software and or service solution and suggest improved methods of operating
- Ensure distribution of accurate technical information upon changes in technology and when requested by customers
- Manage technical and software support and ensure that escalated issues are driven to closure
- Ensure the correct analyses of the information for Smart Service actions to be taken on a monthly basis
BEMS/Kaseya
- Provides technical guidance and support on all aspect of services contracted by the customer.
- Ensure thorough testing of all updates, changes and additions is done before releasing for customer consumption
- Ensure BEMS services is maintained to the latest patches and modules
- Ensure that the customer environments is set up according to the set standards
- Retention of current Kaseya customer base.
- Increase revenue from New sales and services as per agreed budget
Qualifications & Knowledge:
- Matric
- Relevant qualification or degree with specialization in Information Systems and Technology
- Above average knowledge of Software Applications, Hardware, Service Solutions and Operating Systems
- Working knowledge of Kaseya and other RMM tools
- Business Acumen
- Customer Relations Management (Basic)
- Advanced knowledge of software applications employed within various environments
Experience:
- 5-7 years repair experience within the IT industry
- 2-3 years’ experience working in a Technical Support environment preferable
- 3-5 years Resource management and management experience
- 2-3 years’ experience working in Operations
- 2-3 years’ experience on Software applications
- 2-3 years’ experience working with Kaseya or other RMM toolset
- 2-3 years’ experience in management
Skills:
- Thorough understanding of technology and technological environments
- Computer literacy: MS Office – full package (Word, Excel, PowerPoint)
- Presentation Skills
- Business and Financial Acumen Sales Acumen
Attitude/Behaviour:
- Attention to detail
- Communication (Listening, written and oral)
- Dedication to customers
- Drive
- Innovation
- Functional Planning
- Problem Analysis
- Performance Management
- Persuasiveness
- Respect for the organisation’s needs as well as for the team.
- Self-motivated.