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Port Elizabeth: IT On-Site Team Leader posted by Headhunters

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Job Description

Our client, an IT software company servicing the broader hospitality industry, is currently looking to hire an experienced POS On-Site Team Leader based in Port Elizabeth.

Only PE, Uitenhage and Despatch Candidates will be considered.

Requirements:

  • 2 years experience in a similar/supervisor/team leader role in the IT industry.
  • Matric Essential + IT Qualification (A+ and N+).
  • Drivers licence and own reliable transport.

Responsibilities:

  • Responsible for keeping up to date on the knowledge base for all company products.
  • Responsible for overseeing new installs, add-ons/upgrades, and support calls for all company products.
  • Responsible for ensuring installation toolboxes are maintained at par levels and that the sign-out procedure of the toolboxes is maintained.
  • Responsible for implementing new installation procedures communicated by Senior Management, applying the standard, and monitoring installations regularly to ensure standards are maintained.
  • Responsible for overseeing that installation/support checklists are submitted as per procedure.
  • Oversee technical training of all installation and support technicians to the set standard, ensuring all training is documented and first vetted by the internal training department and Senior Management.
  • Ensure that the regions which fall under the EC office are trained to the set standard and are monitored periodically by visiting the regions.
  • Conduct regular site visits to new installations, as well as regular visits to customers who have recently had support calls completed onsite.
  • Responsible for onsite meetings (new sites, high priority, critical issues). Meeting minutes must be taken and communicated to the relevant parties.
  • Responsible for monitoring daily schedules of installation and support technicians, ensuring all appointments are handled in a timely manner.
  • Liaise with the technical coordinators during office hours to ensure calls are dispatched effectively and monitor coordination of onsite calls after hours.
  • Responsible for management of onsite calls for installation and support technicians (e.g. tech whereabouts, progress, ETA, etc.).
  • Liaise with the setup department to ensure all setup deadlines and stock testing deadlines are met.
  • Monitor dashboards onsite calls, setup department, SLA dashboard, and installations.
  • Responsible for maintenance of the OneDrive repository for images and software for all company products.
  • Conduct spot checks on tools/assets for installation and support technicians, including checking images once a month.
  • Responsible for hosting general stand-up meetings with installation and support technicians each week, compiling minutes for the meeting, and sending them to Senior Management.
  • Responsible for ensuring standby handover checks are completed each week.
  • Responsible for compiling the standby roster each month (to be submitted to Senior Management for approval).
  • Maintain a consistent high standard of service delivery for all company customers in the Eastern Cape.
  • Deliver and maintain a high standard of communication with staff and clients.
  • Always be aware of all service delivery aspects of clients.
  • Responsible for executing day-to-day tasks given by Senior Management.
  • Report to Senior Management on any aspects of the above duty list.
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