178 Infrastructure Support jobs in South Africa

Technologies: Infrastructure Support Engineer, Network, DataCentre, Incidents, Implementation

Are you an experienced Infrastructure Support Engineer looking for a long-term contract?

Endeavour Recruitment has an excellent, long-term contract opportunity to work in Cape Town.

Vibrant, great weather and excellent surroundings!

Daily Tasks and Responsibilities:

1. Responsible for handling Network/Datacenter related tickets and incidents.
2. Monitor the network/Datacenter environment.
3. Troubleshoot the incidents and find the right solution.
4. Work together with your team members to adapt the environment to the needs of the business.
5. Implement new change requests.

Requirements:

1. 2-5 years’ experience as a Support Engineer or a relevant degree/certificate.
2. Broad knowledge of IT infrastructure and especially Networking.
3. Passionate about Networking, team player and willing to learn and develop your skills.
4. Fluent in English, knowledge of a second language would be advantageous.
5. Technology certifications are a plus.
6. Knowledge of Standard IT processes and methodologies are a plus (ITIL).

If you are flexible, enthusiastic, responsive with a global mindset, please apply for further details on this not to be missed contract opportunity.

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IT Infrastructure Support

An exciting opportunity within Energy at Work Projects is now available! We are looking to appoint an IT Infrastructure Support individual; highly motivated, goal oriented and organised with extreme attention to detail who is looking for a chance to be part of a dynamic organisation that offers an opportunity to establish a dynamic career in outsourced services.

Roles and Responsibilities:

1. IT Support:
   1. Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
   2. Monitoring and maintaining computer systems.
   3. Providing technical support across the company and for call centre campaigns.
   4. Setting up AD Accounts for new users.
   5. Setting profile passwords.
   6. Repairing and replacing equipment as necessary (Warranties to be checked first and discussed with Line Manager before any repairs are made).
   7. Testing new technology.
   8. Training staff on new technologies and processes.
   9. Escalating all Senior IT Queries to System 5 and keeping a follow through until the query has been resolved.
   10. Managing third party equipment for any campaigns that are being managed by EAWP.
   11. Discussing all equipment, technology, installation, etc. changes with the Line Manager.
2. Administration:
   1. Updating action register.
   2. Assisting the Equipment overseer with the equipment tracker.
   3. Completing all required tracker reports.
   4. Documenting all equipment issuing.
   5. Responding with a solution or status of all calls raised within 2 hours.
   6. Equipment ordering.

Requirements:

1. Matric, an IT related certification would be advantageous.
2. 6 months - 1 year experience in IT Support/ IT Administration.
3. Computer Literate.
4. Microsoft Word, Excel, and Outlook knowledge (Essential).

Your Job Description is subject to change during your employment based on Management discretion.

Urgent Hire - If you have not heard from us within 2 weeks, please deem your application as unsuccessful; however, we will retain your details on a database for future opportunities.

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Technologies: Infrastructure Support Engineer, Network, Data Centre, Incidents, Implementation Are you an experienced Infrastructure Support Engineer looking for a long-term contract? Endeavour Recruitment has an excellent, long-term contract opportunity to work in Cape Town. Vibrant, great weather and excellent surroundings! Daily Tasks and Responsibilities: Responsible for handling Network/Datacenter related tickets and incidents. Monitor the network/Datacenter environment. Troubleshoot the incidents and find the right solution. Work together with your team members to adapt the environment to the needs of the business. Implement new change requests. Requirements: 2-5 years’ experience as a Support Engineer or a relevant degree/certificate. Broad knowledge of IT infrastructure and especially Networking. Passionate about Networking, team player and willing to learn and develop your skills. Fluent in English, knowledge of a second language would be advantageous. Technology certifications are a plus. Knowledge of Standard IT processes and methodologies are a plus (ITIL). If you are flexible, enthusiastic, responsive with a global mindset, please apply for further details on this not to be missed contract opportunity. #J-18808-Ljbffr

JOB TITLE: Infrastructure Support Engineer LOCATION: Hybrid: Stellenbosch or Woodmead + Remote ABOUT CYBERLOGIC: Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value. Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology. Through our non-profit, R4 C (Ride for a Child) , we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers. OUR VALUES: We challenge ourselves to be more AWESOME We are driven to KEEP learning and EVOLVING We look beyond symptoms to identify and RESOLVE ROOT CAUSES We hold each other accountable through CANDID and constructive FEEDBACK We respect and care for each other and know we will only SUCCEED if we work AS A TEAM We CARE deeply ABOUT the success of CYBERLOGIC We FINISH WHAT WE START We always GIVE OUR BEST even if it means putting in the hard yards We KEEP THINGS SIMPLE PURPOSE OF POSITION: The purpose of the Infrastructure Support Engineer position is to provide advanced technical support and troubleshooting for server, networking, and internet-related issues in a fast-paced, enterprise IT environment. The successful candidate will have extensive experience in IT infrastructure support, with a deep understanding of server and network concepts, as well as the ability to identify and resolve complex issues. Additionally, the role involves guiding infrastructure changes, offering mentorship to junior team members, and championing proactive solutions to enhance the end-user experience. KEY RESPONSIBILITIES: Advanced Troubleshooting: Diagnose and resolve complex technical issues that cannot be addressed by lower support levels. Lead post-incident root cause (RCA) investigations around recent high-impact / major incidents at clients. Working with the Infrastructure Technical Leader to investigate root causes of recurring problems and implement permanent solutions. Infrastructure Management: Facilitate the support, management, and maintenance of complex hybrid IT infrastructures. Ensure the stability, reliability, and security of: Network Services (ADDS, DNS, DHCP, NPS) Windows Servers (Physical and Virtual) LAN, WAN and WLAN networks Perimeter UTM firewall appliances (Fortinet, Sonic Wall, Sophos) Virtualization environments (Microsoft Hyper-V and VMware v Sphere) Performance Optimization: Conduct performance analysis and optimization of systems to enhance efficiency. Proactively identify and address potential bottlenecks and system vulnerabilities. Mentoring and Training: Provide guidance and mentorship to monitoring and Infrastructure support technician staff. Conduct training sessions to enhance the skills and knowledge of the team. Documentation: Maintain comprehensive documentation for configurations, procedures, and troubleshooting steps. Ensure that knowledge is shared effectively within the team. Incident Response and Planning: Develop and test incident response plans for critical situations. Act as a point of escalation for major incidents, coordinating resolution efforts. Collaboration: Collaborate with other IT teams, vendors, and stakeholders to achieve organizational objectives. Participate in cross-functional teams (professional services) for system upgrades, migrations and integrations. Security Expertise: Implement and enforce security policies and procedures to safeguard systems and data. Stay informed about the latest cybersecurity threats and best practices. Scripting and Automation: Identifying areas for automating routine tasks and processes. Working with the automation team to streamline system management and reduce manual intervention. QUALIFICATIONS AND EXPERIENCE: EXPERIENCE: 5-7 years of experience in a technical support or infrastructure role, preferably in a managed services or enterprise IT environment with a focus on server and network support. Advanced knowledge of IT server and networking concepts, including Windows Server operating systems, networking protocols, DNS, DHCP, TCP/IP, and advanced network troubleshooting. Advanced experience with firewalls, routers, switches, and other networking equipment. Advanced experience with virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering. Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users. Excellent organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment. RECOMMENDED QUALIFICATIONS: A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience. Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801), or equivalent industry experience. Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience. Microsoft 365 Certified: Enterprise Administrator Expert (MS100 & MS101), or equivalent industry experience. Microsoft Azure Administrator (AZ-104), or equivalent industry experience. ADDITIONAL REQUIREMENTS: Code B South African driver's license Own means of transport 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 to deliver your best in terms of performance and productivity. #J-18808-Ljbffr

IT Infrastructure Support Engineer

Introduction
Blue Ion provides the best, leading-edge global support services to a variety of international
organizations and focuses on increasing operational efficiencies so that customers can focus on their
core business.
Job Description
We are looking for a talented and multi skilled IT Infrastructure Support Engineer to join our dynamic
team of IT professionals. The successful candidate should have a passion for IT and be extremely
comfortable supporting Windows Desktop and Server environments, both onsite and cloud based as
well as Networking and Access control Security of Lans and Wans. He/she should ideally reside in the
Northern suburbs of Johannesburg, have their own reliable transport and be willing and available for
emergency standby and after-hours support when required.
Duties and Responsibilities:
• Attending to all 1st and 2nd line Support of the Windows desktop environments for all local
and remote offices
• Configuring and supporting Windows server environments both onsite and cloud based.
• Configuring and supporting Microsoft 365 environments i.e. Azure, Intune, Teams etc.
• Configuring and supporting Networking switches, VOIP systems and CCTV/Access control for
all local and remote offices.
• Procurement of desktops, laptops and other IT equipment for the SA offices.
• Setup and configuration of the mailing collaboration systems.
• Setup and configuration of Disaster recovery systems.
• Liaising with suppliers of IT equipment, IT services etc.
• Setup and configuration of all desktops and laptops for the local and remote offices.
• Triage and adhere strictly to the SLAs of the IT ticketing system. Responsible for ensuring all
tickets do not go out of SLA by chasing up and escalating as and when necessary.
• Monitoring of Internet links at all offices and ensuring any issues are followed up and
resolved as soon as possible.
• Regularly reviewing and updating of IT processes, procedures and documentation as
required.
• Regular checks of IT systems to ensure optimal uptime.
• Monthly recons of all IT expenses.
• Conducting IT training for all new staff.
Skills and Qualifications:
• 3-year IT Degree required.
• CompTIA A+, Network+ or Security+ is advantageous.
• 3 – 5 years’ experience configuring and supporting the below technologies: -
o Local and remote Windows Desktop and Server environments.
o Microsoft 365 environments including Azure, Intune, Teams rooms.
o Networking switches.
o Mailing collaboration systems.
o Disaster recovery systems.
o Cloud technologies.
• Experience liaising with suppliers of IT equipment and ISPs.
• Experience working in a team environment with a support ticketing system.
• Must possess an extremely high level of attention to detail in his/her work.
• Good command of the English language both written and spoken.
• Must have reliable own transport.
• Must be willing to work overtime and after hours/standby when required. #J-18808-Ljbffr

IT Infrastructure Support Engineer IntroductionBlue Ion provides the best, leading-edge global support services to a variety of internationalorganizations and focuses on increasing operational efficiencies so that customers can focus on theircore business.Job DescriptionWe are looking for a talented and multi skilled IT Infrastructure Support Engineer to join our dynamicteam of IT professionals. The successful candidate should have a passion for IT and be extremelycomfortable supporting Windows Desktop and Server environments, both onsite and cloud based aswell as Networking and Access control Security of Lans and Wans. He/she should ideally reside in theNorthern suburbs of Johannesburg, have their own reliable transport and be willing and available foremergency standby and after-hours support when required.Duties and Responsibilities:• Attending to all 1st and 2nd line Support of the Windows desktop environments for all localand remote offices• Configuring and supporting Windows server environments both onsite and cloud based.• Configuring and supporting Microsoft 365 environments i.e. Azure, Intune, Teams etc.• Configuring and supporting Networking switches, VOIP systems and CCTV/Access control forall local and remote offices.• Procurement of desktops, laptops and other IT equipment for the SA offices.• Setup and configuration of the mailing collaboration systems.• Setup and configuration of Disaster recovery systems.• Liaising with suppliers of IT equipment, IT services etc.• Setup and configuration of all desktops and laptops for the local and remote offices.• Triage and adhere strictly to the SLAs of the IT ticketing system. Responsible for ensuring alltickets do not go out of SLA by chasing up and escalating as and when necessary.• Monitoring of Internet links at all offices and ensuring any issues are followed up andresolved as soon as possible.• Regularly reviewing and updating of IT processes, procedures and documentation asrequired.• Regular checks of IT systems to ensure optimal uptime.• Monthly recons of all IT expenses.• Conducting IT training for all new staff.Skills and Qualifications:• 3-year IT Degree required.• Comp TIA A+, Network+ or Security+ is advantageous.• 3 – 5 years’ experience configuring and supporting the below technologies: -o Local and remote Windows Desktop and Server environments.o Microsoft 365 environments including Azure, Intune, Teams rooms.o Networking switches.o Mailing collaboration systems.o Disaster recovery systems.o Cloud technologies.• Experience liaising with suppliers of IT equipment and ISPs.• Experience working in a team environment with a support ticketing system.• Must possess an extremely high level of attention to detail in his/her work.• Good command of the English language both written and spoken.• Must have reliable own transport.• Must be willing to work overtime and after hours/standby when required. #J-18808-Ljbffr

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Join to apply for the Infrastructure Support Technician Team Lead role at Cyberlogic

Join to apply for the Infrastructure Support Technician Team Lead role at Cyberlogic

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.

Our Values

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE
  
  

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. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
• Collaborate with direct reports to create individual development plans that outline their career goals and the steps needed to achieve them, while ensuring alignment with company goals and client requirements.
• 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 such as the monitoring and Infrastructure support technician staff.
• 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, ensuring comprehensive preparedness and effectiveness in mitigating and managing potential threats.
  
  

Cross Team Collaboration

• Facilitate the collaboration between the Infrastructure Support technician team with other departmental teams, to ensure seamless coordination and timely resolution of complex technical issues and customer concerns.
• Collaborate with People Operations on recruitment, onboarding, and training of new team members, ensuring the team has the necessary skills and knowledge to deliver exceptional support services.
• 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 by identifying any addressable gaps within the processes and workflows.
• Collaborate with relevant departmental leaders in the development of long-term support strategies and roadmaps, aligning technical initiatives with departmental and organisational goals.
• 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 by addressing escalated problems and questions.
  
  

Infrastructure And Security Risks Management

• Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks, ensuring the stability and integrity of the clients systems and data.
• Stay informed about the latest cybersecurity threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the clients systems and data.
  
  

Scripting And Automation

• Examine and identify opportunities to automate routine tasks and processes across various operational areas to enhance efficiency and streamline workflows.
• Collaborate with the automation team to streamline system management and reduce manual intervention.
  
  

Ways Of Working

• Manage and maintain team 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. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
• Oversee team adherence towards detailed documentation of support activities and maintaining accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
• Review, compile and action Requests for Change (RFCs) related to infrastructure, by reviewing proposed changes, assessing potential impacts, providing technical guidance, and ensuring that changes are implemented smoothly and in compliance with established procedures and policies.
• Establish timely communication with clients and internal stakeholders (e.g. CSMs & SDMs) to provide updates on the status of support requests, and proactively identifying opportunities to improve the support experience.
• Ensure flexibility and availability to support system upgrades, and maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.
• Participation in the after-hours "team lead" standby roster to provide support for Cyberlogic 24/7 clients.
• Establish and promote best practices for documenting infrastructure configurations, procedures, and troubleshooting guidelines while leading efforts to maintain accurate and up-to-date documentation, knowledge base articles, and training materials to enable efficient knowledge sharing and enhance the team's technical expertise.
• Create and present regular reports to senior management, highlighting achievements, challenges, and recommendations for enhancing the Infrastructure Support technician team's effectiveness and efficiency.
  
  

Continuous Learning And Development

• Advocate and establish innovation and efficiency within the team's operations through the adoption of new technologies and practices.
• Participate in ongoing training and development opportunities to enhance skills and knowledge relevant to the role.
• Setting and reviewing team and individual development goals to ensure continuous improvement and growth.
  
  

Required

KEY REQUIREMENTS:

• 1-3 years of experience in a technical team leadership support role, preferably in a managed services or enterprise IT environment with a focus on infrastructure support.
• 3-5 years of experience in technical support, preferably in a managed services or enterprise IT environment with a focus on infrastructure 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), or equivalent industry experience
• A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience
  
  

Core Competencies

Technical Competencies:

• Advanced knowledge and experience with supporting Dell PowerEdge servers including the Windows Server operating system
• Advanced knowledge and experience with network services, including Active Directory, DNS, DHCP and RADIUS
• Advanced knowledge and experience with supporting firewall networking appliances such as FortiGate, Sonicwall and Sophos.
• Advanced knowledge and experience with supporting network switch appliances such as HP Procurve and Aruba
• Advanced knowledge and experience with supporting wireless networking appliances such as Ubiquity Unifi and Aruba
• Advanced knowledge and experience of virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
• Advanced knowledge and experience of database technologies, such as Microsoft SQL Server.
• 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 to deliver your best in terms of performance and productivity.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology
• Industries IT Services and IT Consulting

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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.

OUR VALUES:

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

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. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
• Collaborate with direct reports to create individual development plans that outline their career goals and the steps needed to achieve them, while ensuring alignment with company goals and client requirements.
• 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 such as the monitoring and Infrastructure support technician staff.
• 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, ensuring comprehensive preparedness and effectiveness in mitigating and managing potential threats.

Cross Team Collaboration:

• Facilitate the collaboration between the Infrastructure Support technician team with other departmental teams, to ensure seamless coordination and timely resolution of complex technical issues and customer concerns.
• Collaborate with People Operations on recruitment, onboarding, and training of new team members, ensuring the team has the necessary skills and knowledge to deliver exceptional support services.
• 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 by identifying any addressable gaps within the processes and workflows.
• Collaborate with relevant departmental leaders in the development of long-term support strategies and roadmaps, aligning technical initiatives with departmental and organisational goals.
• 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 by addressing escalated problems and questions.

Infrastructure and Security Risks Management:

• Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks, ensuring the stability and integrity of the clients systems and data.
• Stay informed about the latest cybersecurity threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the clients systems and data.

Scripting and Automation:

• Examine and identify opportunities to automate routine tasks and processes across various operational areas to enhance efficiency and streamline workflows.
• Collaborate with the automation team to streamline system management and reduce manual intervention.

Ways of working:

• Manage and maintain team 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. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
• Oversee team adherence towards detailed documentation of support activities and maintaining accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
• Review, compile and action Requests for Change (RFCs) related to infrastructure, by reviewing proposed changes, assessing potential impacts, providing technical guidance, and ensuring that changes are implemented smoothly and in compliance with established procedures and policies.
• Establish timely communication with clients and internal stakeholders (e.g. CSMs & SDMs) to provide updates on the status of support requests, and proactively identifying opportunities to improve the support experience.
• Ensure flexibility and availability to support system upgrades, and maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.
• Participation in the after-hours "team lead" standby roster to provide support for Cyberlogic 24/7 clients.
• Establish and promote best practices for documenting infrastructure configurations, procedures, and troubleshooting guidelines while leading efforts to maintain accurate and up-to-date documentation, knowledge base articles, and training materials to enable efficient knowledge sharing and enhance the team's technical expertise.
• Create and present regular reports to senior management, highlighting achievements, challenges, and recommendations for enhancing the Infrastructure Support technician team's effectiveness and efficiency.

Continuous Learning and Development:

• Advocate and establish innovation and efficiency within the team's operations through the adoption of new technologies and practices.
• Participate in ongoing training and development opportunities to enhance skills and knowledge relevant to the role.
• Setting and reviewing team and individual development goals to ensure continuous improvement and growth.

KEY REQUIREMENTS:

Required:

• 1-3 years of experience in a technical team leadership support role, preferably in a managed services or enterprise IT environment with a focus on infrastructure support.
• 3-5 years of experience in technical support, preferably in a managed services or enterprise IT environment with a focus on infrastructure 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), or equivalent industry experience
• A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience

CORE COMPETENCIES:

Technical Competencies:

• Advanced knowledge and experience with supporting Dell PowerEdge servers including the Windows Server operating system
• Advanced knowledge and experience with network services, including Active Directory, DNS, DHCP and RADIUS
• Advanced knowledge and experience with supporting firewall networking appliances such as FortiGate, Sonicwall and Sophos.
• Advanced knowledge and experience with supporting network switch appliances such as HP Procurve and Aruba
• Advanced knowledge and experience with supporting wireless networking appliances such as Ubiquity Unifi and Aruba
• Advanced knowledge and experience of virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
• Advanced knowledge and experience of database technologies, such as Microsoft SQL Server.
• 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 to deliver your best in terms of performance and productivity.

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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.

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.
• Oversee the day-to-day operations of the team, ensuring adherence to internal KPIs, OLAs, and SLAs.
• Collaborate with direct reports to create individual development plans.
• Assess the skills and knowledge of team members to identify areas for improvement.
• Provide continuous feedback to direct reports regarding their performance.
• Conduct regular contribution evaluations and participate in performance review cycles.
• Participate in talent acquisition and recruitment of new team members.
• Train and onboard new team members.
• Drive continuous optimization through facilitating daily stand-up meetings.

Lead Incident Response and Planning:

• Coordinate major incident response efforts.
• Facilitate the management of escalations to and from the team.
• Provide guidance and mentorship to junior team members.
• Develop and test incident response plans.

Cross Team Collaboration:

• Facilitate collaboration between the team and other departmental teams.
• Collaborate with People Operations on recruitment and training.

Process Optimisation:

• Collaborate with departmental leaders to optimise support processes.

Technical Support and Guidance:

• Provide advanced technical support and guidance to the team.

Infrastructure and Security Risks Management:

• Stay informed about infrastructure and cybersecurity best practices.

Scripting and Automation:

• Examine and identify opportunities to automate routine tasks.

Ways of working:

• Manage and maintain team adherence to KPIs, OLAs, and SLAs.
• Oversee team documentation of support activities.

Continuous Learning and Development:

• Advocate for innovation and efficiency within the team's operations.

KEY REQUIREMENTS:

Required:

• 1-3 years of experience in a technical team leadership support role.
• 3-5 years of experience in technical support.
• Relevant certifications.

Beneficial:

• Additional relevant certifications.
• A bachelor's degree or diploma in a relevant field.

CORE COMPETENCIES:

Technical Competencies:

• Advanced knowledge and experience with supporting relevant technologies.

Behavioral Competencies:

• Collaboration & Teamwork
• Growth-Mindset

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity.

#J-18808-Ljbffr