Team Leader Service Team – Microsoft Technology Stack

Nortec is Celebrating 30 Years as a Leading Managed Services Provider and has a strong reputation in providing solutions to small and medium businesses.

We help organisations transform their business by offering them Communication solutions through our own VoIP solution in our data centre as well as process-driven solutions to meet and manage their business.

We are very culture driven and encourage an environment of learning, respect and FUN.

You Must Have
  • Solid L3 Technical Knowledge (Industry certifications – MCSE, MCP, VMware, ITIL, or equivalent)
  • Experience in managing a technical team of engineers on a day to day level( Duties include ticket triage and resource allocation, client liaison and addressing client concerns, service metric reporting).
  • 5+ years’ experience in a similar role or 2+ years’ experience working in MSP environments
You will be Responsible for
  • Leadership of the Managed Services technical team. Service ticket triage and resource scheduling, ensure SLA’s are met. Liaise with clients to schedule remote and on-site work, review staff time and performance, ensure client satisfaction.
  • Perform L2/L3 technical support work, as required, both support tickets and project work.
  • Client project deployments involving the Microsoft Stack.
  • Client planning as well as migrations to Cloud solutions.
  • Managing client support issues through our ticketing system and RMM tools
  • Meeting client SLA’s and KPI measurements
  • Clear concise communication with both clients and other engineers
  • Identifying areas of improvement at client locations and alerting our account management team.
  • Reporting on tasks achieved and issues identified.
Essential technical Knowledge
  • Windows Server (2019, 2016, 2012 R2, 2008 R2)
  • Microsoft Exchange (2016, 2013, 2010)
  • Hypervisors (HyperV and VMWare)
  • Backup Software (Shadow Protect, Veeam, Datto)
  • Strong networking skills – Firewalls, UTMs, Routing & Switching, VLANs etc
  • Office 365 (Exchange, SharePoint, OneDrive, Azure AD)
You will come to us with
  • Highly motivated with a “can do” attitude
  • A great customer focus and communication skills.
  • Excellent people skills – passionate about the team, loved and respected by customers.
  • Multitasking ability – you can keep many customers happy at once!
  • A high level of trust and integrity.
  • Have an ability to look beyond just solving the problem at hand but looking for ways as a team we can better provide solutions for our clients.
  • A sense of humour.
  • Nice to Have: ISP / Cisco / Freeswitch or similar experience
  • Nice to Have: ConnectWise Experience

Other benefits include Study Leave, salary sacrifice benefits, and flexible working hours when required.

Nortec offers an excellent remuneration package and benefits including

  • Dynamic, challenging yet supportive work environment
  • Ongoing training, training days and study days.
  • Reimbursement of home internet. (Partial)
  • If an Onsite engineer a mobile phone or phone plan allowance will be provided.
  • An awesome team of people to work with
  • A company that Genuinely cares about you

Please fill out the form below and attach your CV and cover letter

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