Team Leader: Technical Support
Date: 24 Feb 2025
Location: Stellenbosch, Western Cape, ZA
Company: Capitec Bank Ltd
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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:
1. To see what life at Capitec is all about and complete a short assessment, please click here!
2. Once you have completed the above finalize your application by clicking apply below.
Purpose Statement
- To ensure users within Capitec Bank are fully operational and supported through leading technical support teams and ensuring delivery on operational workload in line with SLA agreements.
- Engage with relevant Business units to understand the clients need
- Lead the delivery of IT-facilities and projects, and ensure asset management lifecycles are applied within the organization.
- Ensure teams adhere to processes and that risks are mitigated.
- To lead the delivery of technical / desktop support to users at Capitec Retail and Business Retail Centres and ensure that faulty equipment is repaired by suppliers according to SLA and standards.
- Liaise with vendors regarding technical changes and support.
- Incident and Problem management analysis.
- Effectively lead the Technical Support team to contribute to the business objectives by enabling engineers to meet agreed-set targets while focusing on internal client service and support.
- Providing detailed reports and trend analysis to inform managerial decision making.
- Provide technical leadership from a solutions perspective to technical support teams. This will include solutions design where needed, technical incident and problem resolution and technology guidance to enable delivery their clients.
Experience
Minimum:
- 5 Years’ minimum experience in a corporate technical support environment which should include the following:
- Experience of managing and leading people/teams | overseeing and validating work of others
- Experience in supporting executive management end-users.
- 4 Years experience working with knowledge related to Microsoft and Apple hardware and software technology.
- 4 Years’ experience in knowledge of diagnostic principles and troubleshooting using technology tools.
- 5 Years’ experience in client relationship management practices and principles
- ITIL v4 Foundation
- AWS Certification
- Client relationship management practices and principles.
Qualifications (Minimum)
- A relevant qualification in Information Technology - Technical Support or Information Technology - Computer Science
Qualifications (Ideal or Preferred)
- Bachelor's Degree in Information Technology - Technical Support or Information Technology - Computer Science
Knowledge
MINIMUM:
- People / team leadership and management practices and principles
- Regulatory requirements, compliance standards in a technical environment
- General operations management practices and principles and stakeholder and client management
- HR principles and processes
- Client service principles and practices
- Advanced knowledge in a corporate technology support environment
- Knowledge related to end-user computing devices and peripherals (including desktop and laptop technologies).
- Advanced Knowledge Microsoft hardware and of Microsoft and Apple software technology.
- Basic Advanced knowledge of diagnostic principles and troubleshooting
Skills
- Communications Skills
- Analytical Skills
- Negotiation skills
- Leadership Skills
- Interpersonal & Relationship management Skills
Conditions of Employment
- Clear criminal and credit record
- Willing to work regular shifts or weekends or rotational standbys
Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.