Overview
Technical Support Manager Jobs in Johannesburg, South Africa at Ioco
iOCO Infrastructure Services invites you to explore opportunities. We are seeking a highly skilled and customer-focusedTechnical Support Manager to lead our support team and ensure the delivery of exceptional technical assistance to clients and internal stakeholders.
In this role, you will be responsible for overseeing daily support operations, developing support strategies, managing team performance, and driving continuous improvement in customer satisfaction and service quality. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering efficient and effective support solutions.
What you’ll do
System Performance: Utilize the supported monitoring system to identify problematic remediation services.
Service Request / Incident Management: Ensure all escalations are actioned and production is returned to a normal state within the SLA time frame. Limit the number of recurring / reopened calls to ensure user satisfaction.
Managing and remediating calls: within the client-defined SLA.
General: Ensure that all deadlines are met and adhere to the Change Management and Incident Management Processes. Provide documentation on request for technical architecture, work instructions, or auditing requirements.
Your expertise
Active Directory Expertise: Minimum 5 years in IT support roles focusing on Active Directory. Manage Active Directory based on service requests, incidents, preventive maintenance, or facility improvements.
Exchange on-premises Expertise: Minimum 5 years in IT support roles focusing on Exchange on-premises. Manage Exchange based on service requests, incidents, preventive maintenance, or service improvements.
Azure, Entra , and M: Minimum 5 years in IT support roles focusing on M, Azure, and server administration. Manage Azure, Entra , and M based on service requests, incidents, preventative maintenance, or service improvements.
Mimecast Expertise: Minimum 5 years in IT support roles focusing on Mimecast and DMARC. Manage Mimecast based on service requests, incidents, preventative measures, maintenance, or service improvements.
Additional requirements include proficiency in English communication, excellent customer interaction skills, teamwork, issue resolution, and passing recruitment checks.
Qualifications required
National Senior Certificate / Matric / N3 / Grade 12
Diploma or Degree in Information Technology
Microsoft and Mimecast Certification
A+, N+ITIL 4 – exposure or accreditation
Qualifications / knowledge preferred
Microsoft Active Directory, Exchange on-premises, M, Mimecast, and DMARC
MS SharePoint, Teams, and collaboration knowledge
Endpoint Protection and zero-trust security
WIFI and cabling management
On-premises firewall knowledge
Call and vendor management
Additional information:
Permanent position in Newlands, Cape Town. Physical demands include sitting, walking, bending, and lifting. Work environment is on-site. Must have a vehicle and valid driver’s license.
Why work for us?
If you’re seeking a professional journey that embraces excellence, join iOCO Infrastructure Services, where we deliver innovative IT infrastructure solutions. Partner with clients to help them conquer their business challenges while enjoying a vibrant, supportive community of professionals.
Our clients are at the heart of everything we do. Their satisfaction fuels our drive, and we celebrate achievements big and small.
iOCO is an equal opportunity employer prioritizing employment equity, with a focus on previously disadvantaged groups.
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Technical Support Manager
• Johannesburg, Gauteng
#J-18808-Ljbffr
Title: Technical Support Manager
Company: Ioco
Location: Johannesburg, South Africa
Category: IT/Tech (IT Support, Systems Administrator, Technical Support, Network Administrator)
