1. Purpose of the Role
The Technical Manager is responsible for providing advanced technical expertise, guidance, and leadership across Procom’s operations. While formally reporting to the CTO, the Technical Manager works closely with the Operations Manager to support the Support and Field Service departments with technical problem-solving, escalations, and implementation of technical standards.
This role acts as the bridge between technology strategy (CTO) and daily technical execution (Ops), ensuring Procom’s technical services are delivered at the highest quality, efficiency, and customer satisfaction levels.
2. Key ResponsibilitiesA. Technical Support & Escalations
- Act as the final escalation point for complex technical issues raised by Support or Field teams.
- Provide advanced troubleshooting and resolution for ICT systems, networking, servers, and infrastructure.
- Mentor Tier 1 and Tier 2 Support Agents, building their skills and ensuring consistent technical standards.
B. Field Service Technical Guidance
- Assist Field Service Coordinators with planning and execution of technically complex jobs.
- Ensure technicians have the correct knowledge, tools, and processes to deliver first-time-right service.
- Conduct site visits when escalated technical expertise is required.
C. Technical Standards & Compliance
- Implement and enforce technical standards, policies, and best practices across Support and Field teams.
- Ensure compliance with ICT security, quality, and safety protocols.
- Support the CTO in aligning day-to-day operations with Procom’s long-term technical strategy.
D. Collaboration with CTO
- Provide feedback to the CTO on recurring issues, technical bottlenecks, and opportunities for system improvement.
- Assist in ERP/Zoho development and rollouts by advising on operational requirements.
- Contribute to planning for infrastructure upgrades, new services, and strategic projects.
E. Training & Development
- Identify technical skill gaps in Support and Field teams.
- Develop training content and run workshops to upskill technical staff.
- Provide one-on-one mentoring for technicians handling advanced technologies.
F. Reporting & Accountability
- Provide a weekly technical escalation summary to the CTO.
- Report to the Operations Manager on support/field technical issues resolved or pending.
- Track and report recurring faults, recommending permanent fixes.
Job Type: Full-time
Pay: R15 000,00 - R20 000,00 per month
Experience:
- Technical Manager: 5 years (Required)
Work Location: In person
