Desktop Support Engineer Team Lead

SUMMARY:
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POSITION INFO:

Requirements

• Grade 12 or NQF level 4
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• 5+ years of hands-on experience in desktop support within a financial or similarly regulated industry
• 2+ years of experience in a leadership or team lead role
• Proven experience as a Desktop Support Engineer team Lead, Technical Support Specialist, or similar role
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate
• A+ and N+
• Strong knowledge of Windows and macOS operating systems
• Strong Azure and AWS knowledge
• Understanding of Active Directory, Office 365, and common IT infrastructure
• Security knowledge – VPN Client Secured 
• Knowledge of VoIP systems and basic networking concepts

Responsibilities 

• Lead and mentor the desktop support team, fostering a collaborative and efficient work environment.
• Supervise daily tasks, ensuring the timely resolution of support tickets and incidents
• Oversee the installation, configuration, and maintenance of desktop hardware, software, and peripherals for end users
• Troubleshoot and resolve complex technical issues related to desktop systems, printers, network connectivity, and mobile devices
• Act as the main escalation point for technical issues and customer concerns, ensuring rapid response and resolution.
• Liaise with other IT teams (network, security, applications) to coordinate support and minimize downtime for end users