Full Time
Closes 14 Sep 2026
Listing sourced from Zinia's careers page.
View original posting & apply on their website.
The Support Technical Lead plays a critical role in maintaining the quality, consistency, and technical integrity of our service delivery. The Support Technical Lead is the technical authority for the Support function and serves as the Head of Operations' technical counterweight within agreed-upon authority limits. The role owns technical escalation quality, supports technical governance and compliance discipline, supports readiness sign-off, reduces recurring issues, and advances technical capability maturity across the Support team.
Key Responsibilities: Act as the senior technical authority for Support escalations. Take ownership of high-impact technical incidents that require senior support judgment, ensuring rapid containment, controlled troubleshooting, clear communication, and verified restoration. Own the technical governance discipline within Support. Collaborate with the Head of Operations to define and drive the Support technical roadmap. Review project handovers before they are accepted into Support. Drive recurring issue reduction through proper problem management. Coach Support Agents, Support Engineers, Lead Support Engineers, and Field Support resources.
Minimum Requirements: Matric (National Senior Certificate) or NQF Level 4 equivalent. Relevant IT degree, or similar formal IT qualification aligned to the role. Proven senior IT support experience in a managed services environment or similar. Demonstrated technical leadership capability in a Tier 3, escalation, or technical authority capacity. Strong multi-domain technical competence across networking, Microsoft 365, endpoint, security, backup, and voice services.
Key Responsibilities: Act as the senior technical authority for Support escalations. Take ownership of high-impact technical incidents that require senior support judgment, ensuring rapid containment, controlled troubleshooting, clear communication, and verified restoration. Own the technical governance discipline within Support. Collaborate with the Head of Operations to define and drive the Support technical roadmap. Review project handovers before they are accepted into Support. Drive recurring issue reduction through proper problem management. Coach Support Agents, Support Engineers, Lead Support Engineers, and Field Support resources.
Minimum Requirements: Matric (National Senior Certificate) or NQF Level 4 equivalent. Relevant IT degree, or similar formal IT qualification aligned to the role. Proven senior IT support experience in a managed services environment or similar. Demonstrated technical leadership capability in a Tier 3, escalation, or technical authority capacity. Strong multi-domain technical competence across networking, Microsoft 365, endpoint, security, backup, and voice services.
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