Careers

Technical Team Lead

31 Jul 2019, MOQdigital Talent Team

Brisbane

About the role:

We are on the lookout for a Technical Team Lead to join our Managed Services team in Brisbane.

The candidate we are looking for will be responsible for developing and reinforcing an operational standard, building capability among the team of engineers, increasing team and client management levels, delivering incident/service requests, managing contracted SLAs, and ensuring customers receive appropriate services with a focus on service quality & customer satisfaction.

The Technical Team Lead will specifically oversee:

  • Service Level Management
  • Ad-Hoc/On-Call and afterhours support
  • The Identification and development of process and business (sales) capability
  • Team capability enhancement
  • Capacity management
  • Change management
  • Organisational Compliance/Procedural adherence

Educational background and certifications

Education

  • A Degree or equivalent in Computer Science/ IT / Engineering or related field desirable

Certifications

Mandatory:

  • CCNA

Highly desirable Certifications:

  • CCNP
  • ITIL

Work experience

  • Experience with Cisco Unified Communication (Call Manager, Unity, Presence) in operational environment
  • Cisco Call Centre Manager (Cisco UCCX) desirable
  • Hands on with Cisco Routing and Switching
  • Production network security and firewalling
  • Strong customer service experience
  • Understanding of Microsoft Active Directory and Windows / Azure
  • Level 2-3 technical support
  • Experience working with ITIL processes and tools E.g. ServiceNow
  • Experience working in a Managed Services organisation desirable

Personal Attributes

  • Excellent customer service skills
  • Excellent telephone manner and written communication
  • Takes ownership and has initiative
  • Has a growth mindset
  • Enjoys working in a customer facing environment
  • Enjoys meeting deadlines and working under pressure
  • Team player, open, honest and polite

If this sounds like a role you'd be interested in pursuing, email us your CV to: KWilkes@moqdigital.com.au

For more information visit our website: www.moqdigital.com.au