At Spearhead Systems we believe in the delivery of professional IT services that help companies focus on their core business and not technology. We are excited to the bone about the delivery of IT services that help people and companies get things done.
Spearhead Systems is at the forefront of IT service delivery and digital transformation as a trusted technology partner in the evolving world of cloud and digital platforms. We are the engineers, developers and operators of spearhead.cloud, a specialised high performance cloud, and specialists in IT infrastructure & application monitoring and observability.
The Technical Support Team Lead provides guidance, instructions, direction and leadership to our technical support teams across one or more customers, products, services or projects. This includes organising standups, projects and project planning sessions, making sure things get done on time. Communication with other departments as well as with our customers is important.
Generally, a Technical Support Team Lead will spend 80% of their time coordinating the team, inductions, trainings, etc., and 20% on technical tasks, such as helping customers or colleagues set up their accounts, resolve configuration issues, helping them understand how to use a product or service and any other help they may need.
The Technical Support Team Lead will provide reports and monitor the KPIS, helping the company achieve the desired and established performance goals. Team Leads within Spearhead Systems should be technical people and have a deep understanding of the technologies and services we deliver.
The Technical Support Team Lead will generally manage one or more squads (teams of people) however they may also manage the entire team. This is a technical role and previous experience is required: a baseline of advanced linux experience, networking, cloud computing and systems thinking is required.
Responsibilities
Monitor and Resolve Issues: Keep an eye on events/alerts/tickets/projects, promptly resolve or escalate them to the appropriate team when needed.
Monitoring and Reporting: Run monitoring reports for usage, performance, and availability assessments.
Customer Issue Handling: Gather necessary information to address customer issues effectively and ensure a smooth resolution process.
Expectation Management: Manage customer expectations by providing estimated response times for issue resolution.
Multi-Channel Support: Coordinate the team to rezolve issues through phone, email, and chat to cater to customer preferences.
SLA Compliance: Work collaboratively across support tiers to meet service level agreements (SLAs) for response and resolution times.
Documentation: Coordinate the team to thoroughly research and document technical issues reported by customers.
Team Collaboration: Collaborate with fellow Technical Support team members to ensure efficient customer inquiry management and timely escalations.
Issue Ownership: Take ownership of customer technical issues from initial report to resolution, maintaining regular communication with customers regarding issue status.
Required Qualifications
Educational Background: Bachelor’s degree in computer science, Math, or related discipline, or equivalent work experience.
Operating Systems: Practical experience in managing Linux (RedHat, CentOS, Debian/Ubuntu) and Windows systems, including installation, setup, configuration, and lifecycle management.
Cloud (DevOps/Platform engineering): Experience in using, creating and managing distributed systems and common concepts such as DevOps/Platform Engineering
Networking and Troubleshooting: Detailed knowledge of networking protocols and the ability to troubleshoot issues related to DNS, HTTP, SSL, and TCP.
Email Services: Experience in operating and troubleshooting email services and SMTP.
Communication Skills: Excellence in technical communication, with the ability to convey information effectively to both technical and non-technical peers.
Analysis and Troubleshooting: Strong analytical and troubleshooting skills, with a minimum of 1 year of Linux experience and RHCSA certification.
Multi-Tasking: Strong multitasking abilities.
English Proficiency: Advanced English skills in reading, writing, and speaking.
Nice to have
Technical Experience: 2 – 3 years of experience in roles such as systems administration, network engineering in cloud engineering, or similar technical positions.
Customer Service: Experience in customer service roles with a strong customer focus.
Monitoring: Familiarity with monitoring tools for application performance, uptime, and fault management, such as Checkmk or Nagios.
Production Environment: Experience supporting a 24x7 Internet-oriented production environment with cloud computing technologies.
Experience with Solaris and Illumos based UNIX distributions
Essential skills for Technical Support Team Lead
Empathy
People in this role should genuinely want to help and mentor other people. That desire begins with empathy: willingness to understand another persons’s experience and see it through their eyes.
Strong communicator
This job is about communicating with other people. The Team Lead needs to communicate well both verbally and in writing. Communication is about listening, then clearly articulating ideas and information in an authentic way.
Internet Savvy
The internet and mobile computing provide us with more ways than ever to communicate with each other. We refer to these as channels, and we often provide customer service simultaneously on many different channels.
Growth mindset
Products, technology and policies will change over time, and our Customer Support Team Lead will need to change with them. We look for people who have demonstrated a drive for learning and growing.
Master of Simplicity
The Team Lead must be able to explain complex subjects in a clear and interesting way that helps others develop skills that will make them better professionals.
Perseverance
Our colleagues need to have the ability to resolve issues by challenging themselves, spending time researching a case or file, and being able to stay focused on long-term goals. People who persevere show steadfastness in doing something despite how hard it is or how long it takes to reach the goal.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- We work as a start-up and encourage entrepreneurship: you've got an idea, let's work on it
- We use really cool tools from our custom ERP, to our monitoring systems and everything in-between
- Our services are unique and the market is noticing: we do not just follow the market, we try to create our own niches
- Real responsibilities and challenges in a fast evolving company
What we offer
Our success depends on the effort of individual employees and at Spearhead you can see your impact immediately. You can make a real contribution to the success of the company.
Perks
Attractive salary package.
Meal Tickets, Medical Insurance, Office Events.
Trainings
Opportunities to grow and learn top technologies.
Opportunity to build a purposeful career in the delivery of essential IT services and products, to a global market.
Quiet Office Space
Quiet location surrounded by greenery and trees, easily accessible via public transport.
Eat & Drink
Fruit, coffee and snacks provided.
We have the world's best coffee!
