Job Description

Role Purpose

Team Lead for Condeco System Application and helpdesk team.

Main Outputs

• Ensure that the business application is maintained to the highest possible standard with maximum levels of attainable productivity and efficiency.
• Complete Daily Systems health checks on Condeco Application and Database servers to ensure that the resources (RAM and CPU) are running at an acceptable rate.
• Available to the client onsite, remotely, via email, and telephonically as required. This might involve after-hours assistance from time to time for critical requests, incidents, or projects.
• Supporting the Application environment and service, which is rolled out nationally on the clients WAN. This includes when the environment moves to the cloud.
• Represent BFM in a professional and proficient manner as the lead (1st, 2nd, and 3rd line) onsite and remote technical-, product- and application technical support:

oTechnical Support

oPre-Sales (Advising the client which requests need to be scoped, cost and proposed)

oChange management

oProject Management

oBackups and Maintenance

oAll Reporting to the client

oApplication Technical Support: Web-IIS, SQL Database, UAT environment, Production environment, add-ins, application back-end configuration.

• Liaising with the clients IT departments (Functions Tech, Networks, etc.) to drive them to ensure that they follow due and best.
• Practice process and principles to ensure the application service and environment functions well.
• Responsible and accountable for all technical support to the client relating to the Condeco service and product.
• To support the onsite Condeco helpdesk team members as well as the helpdesk service, with day-to-day tasks and escalations
• To ensure the Condeco service and application supported by Condeco remains accessible, functional, operational, professional, and available.
• To represent BFM with all relevant customer engagements and meetings onsite, telephonically, via email, and remotely when needed, in support of the Condeco product and service: Client stakeholder, client service operational manager, client I.T and networking support, client project manager/s, other vendors such as catering, floor managers, etc.
• Support Condeco Interactive Room Screens (User support, configuration and installing, resetting, testing, labeling, following correct storage procedures).
• Adhere to and apply the Client Condeco Business rules and change control procedures.
• On the application server, ensure that the Condeco website is running on IIS and that the necessary component services are running including the AD service account.
• Ensure that the Email agent is up and running on the application server. This allows Condeco to send automated notification emails.
• Supporting and Managing:

oDaily, weekly, monthly, and quarterly application hardware and software health checks

oForward planning

oEscalating incidents and risks to the appropriate client and/or BFM party, which might put the service or application stability at risk

oApplication Server (IIS), SQL Server (Database), Email agent running in the IIS server,

oApplication back end, Application cache

oHardware i.e., booking screens where needed

oUpgrades, Fixes, New releases

oEnsure the client follows proper change management procedures prior to application changes being made

oAssist with Condeco training when required. Offsite traveling might be required.

oCreating and maintaining Product specific documentation

oContinuous seek innovation in line with business needs

• Lead related Condeco application projects in the country on the clients account.
• Responsible for leading the Helpdesk team.
• Install and configure Condeco screens in meeting rooms as advised by the client.
• Be the interface between BFM and Condeco Support desk to support any application issues.
• Lead monthly account placemats and system performance reporting for the Condeco application and onsite helpdesk.

Minimum Requirements:

• National Diploma in Information Technology or related.
• A bachelors degree in information technology or related will be an added advantage.
• Matric (Senior Certificate)
• Valid SA Drivers License
• MCITP (Microsoft Certified IT Professional)
• Microsoft certified - AZ-900 certification is a requirement.
• Knowledge of OHS Act & ISO 9001 Quality Management Systems
• Minimum 3 years of People Management experience
• Minimum 3 years in a call center/helpdesk environment, Experience with booking systems Condeco would be preferred.
• Familiar with VOIP, Avaya Telephony, Technical, organisational and planning skills

Core Competencies:

• Active Directory
• Microsoft Azure Administration
• Azure Active Directory
• Desktops and Laptop repair
• MacBooks, iPads, and iPhone Support
• Firewall
• Lan & Wan
• Microsoft Exchange
• A+
• N+
• DHCP
• DNS
• Group Policy
• Ip Address Management
• Azure Setup and Management
• Raid
• VPN
• Windows Server 2012 R2 & 2016Microsoft Office 365 suite

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