Technical Team Leader

Join New Era Technology, where _People First_ is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

**What is the role**

As the Technical Team Lead, you'll play a pivotal role in providing leadership to an allocated technical team, ensuring client satisfaction and service levels and performance targets are met, while an optimal allocation of resources to workload and a high level of morale is maintained. Also, serving as the technical escalation point and providing hands on technical support for clients will also be an important part of this role.

**Who we are looking for**

While being on top of your game is important, we are looking for someone who has the following:

- Knowledge of routing protocols, including BGP and OSPF desirable.
- Strong troubleshooting and analytical problem-solving capabilities.
- Experience with Fortinet firewalls
- A strong client focus
- Excellent communication and interpersonal skills
- Ability to multitask and prioritise
- Well-developed problem-solving skills with the ability to think laterally
- Client focused attitude
- Ability to share knowledge
- Proactive and self-motivated
- Positive, proactive and professional approach
- Commitment to excellence, innovation and continuous improvement
- Tertiary qualifications or relevant vendor certifications are desirable.

**What to Expect in the role**
- Providing leadership, guidance and support to the team
- Coordinating the day-to-day activities of the team
- Participation in the on-call roster
- Setting and managing all scheduling and rostering of the team
- Ensuring optional resourcing of activities with consideration of team priorities, available resources and team member skill sets
- Providing an escalation point for the team members
- Provide ongoing feedback and mentorship to team members, encouraging continuous improvement
- Identifying training needs and providing coaching or assisting the Regional Manager with the performance management process where required
- Working with the Regional Manager on the recruitment, onboarding and exit processes for team members
- Performing all leave approvals, ensuring adequate resourcing and management of leave balances for technical team
- Ensuring quality services are consistently provided by the team
- Having an understanding of the SLA requirements to ensure delivery of the required service and appropriate escalation
- Ensuring operational procedures are continually updated and maintained
- Ensuring adequate communication with key stakeholders on status and progress of jobs and requirements
- Working with the Pre Sales team to develop solution recommendations and design
- Ensuring your teams tickets and timesheets remain up to date and on track
- Performing final review of labour tickets to ensure compliance with billing standards
- Participating in service and project work
- Providing remote, after hours and onsite maintenance, problem resolution and technical services
- Delivering client satisfaction through the provision of a high level of client service and professionalism both personally and as a team
- Developing and nurturing positive client relationships to maintain and build business opportunities
- Ensuring effective communication both within the team and across the organisation
- Ensuring staff carry out their duties in accordance with WHS policies and procedures
- Office attendance required
- Other related duties as required

**What we offer**
- A friendly team environment with a strong technical support network
- Broad range of options for training and developing your IT skills
- Opportunity to work with the IT industry's latest technologies
- Internal career growth for high performers and IT super-stars
- Cost price on products from our suppliers
- Bonuses and incentives for upskilling
- Comprehensive Employee Assistance Program

**What we do**

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 20, 000 customers worldwide.

**Who we are**

New Era promotes a culture of continued development, both personal and professional. As a team member, you will receive competitive benefits, industry training, and certifications. We are team-oriented a