Head of Technical Support

🗏Job Type

Full Time

An exciting, fast-growing and established cloud SaaS business based in the UK, with offices in Johannesburg and Sommerset West. Focused on data backup, storage and archiving since 1998 and at the forefront of cloud services since 2005, and has successfully evolved into a leading global cloud data management provider and now has over 40 000. end user customers
and more than 140 channel partners around the globe. Is looking for a Head of Technical Support in their Bryanston Office

If you are tenacious and have a passion for technology and are looking for a serious career within a fast-paced, energetic and fun environment, where hard-work, initiative and commitment are rewarded, and where there is career progression then this is the company for you!!
Specific responsibilities include:

Managing a support and managed services team (currently six heads) on a day to day basis including staff recruitment and retention, appraisals, reviews and monitoring.
Ensuring the highest level of customer support and service is provided at all times.
Resolving escalated customer complaints or issues.
Attend customer technical review meetings as necessary, providing feedback and ensuring follow-up actions are delivered.
Building relationships with our customers.
Diagnosing, troubleshooting and resolving technical issues via email, phone and remote sessions.
Co-ordinating technical input for tenders and new business opportunities.
Working with teams throughout the business to design and deliver internal systems projects as necessary.

Acting as the company representative in our Johannesburg for ISO, ensuring quality standards are consistently met and systems and processes are continually improved in line with the required standards.
Essential Experience (required):

5+ years previous experience (accrued time spent in relevant, technical, roles).
Track record of excellence in service delivery.
Essential Knowledge (required):

Strong technical background with a detailed understanding of Backup, Disaster Recovery, Archiving.
In depth experience of at least one backup technology.
A strong understanding of data centre infrastructure and networking (including understanding Firewalls, Web filtering and Proxies).
Detailed understanding risk and risk mitigation, as related to both infrastructure and service delivery.
Desirable Experience (not essential):

2+ years experience in people management.
Good understanding of Microsoft Desktop and Server Operating Systems.
Understanding of Linux and Mac OS X Operating Systems.
ISO 27001/9001 Certifications & Standards.



Apply Here http://bit.ly/2MIryeC

Job id : , #71740, 4 views,

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