Main Responsibilities
• Providing support for Managed Services and Bundled Services
• Provide technical and operational leadership
• Devise, manage and adapt for changing business and customer requirements
• Performance management and reporting
• Performing development reviews for team members
• Participating in Management forums
• People Management/Leadership

People management responsibility
• Customer focused
• Must be able to work unsupervised using own initiative
• Embraces and drives change
• Best practice aware
• Flexible, adaptable and innovative
Area of Impact -
• Performance management and reporting
• Provide technical and operational leadership
• Devise, manage and adapt rota for changing business and customer requirements
• Performing development reviews for team members

Functional Knowledge

Business Expertise
• The role interacts with all areas of the customer service function so an understanding would have to be quickly formulated to how all aspects of the business work together with Technical Support..

Personal Attributes:
• Personable
• Excellent Communicator
• Responsible
• Professional
• Team Player

Qualification
• Essential
o Graduate in Sciences or Engineering
o Certified in any of the technologies
o MCSE and CCNA
• Good to have
o Masters in Sciences or Engineering
o Masters in Business Administration with IT/IS/IM as specialization
o Knowledge of SonicWall Products
o Knowledge of Cyberoam Products
o Knowledge of Testing methodologies
o CCNP

Skills
• Excellent knowledge of Microsoft Infrastructure Technologies (Windows 2kX, Active Directory, Domain Controllers, DNS, DHCP, Exchange 2kX, ISA)
• Deep troubleshooting experience in MS Exchange
• Knowledge of Networking and troubleshooting methodologies
• Knowledge of Network Security Technologies and troubleshooting
• Knowledge of various Antivirus software available and working knowledge of at least 2 of them
• Awareness of emerging technologies
• Excellent PC skills and working knowledge of the internet and Microsoft Office Packages
Problem Solving
• Provide technical and operational leadership to the team of engineers
• Managing performance on an individual and team level
• Appropriately manage service affecting incidents through to conclusion
• Monitor and review business process within Technical Support implementing considered change through the authorized channels where necessary

Interpersonal Skills
• Able to communicate information in a clear and concise manner with individuals on all levels
• Communicates professionally with Najtech customers at all times
• The ability to work affectively and participate in management forums

Gender: Male
Education: Degree of Computer or Telecommunication