Role Purpose:

Responsible for providing ICT support to customers and assisting other support technicians. Resolve support requests, covering hardware software, networks, the Internet and other IT-related systems. Monitor all critical systems and respond to alerts generated by these systems as required.

Responsibilities:

• Provide Intermediate IT support to customers and colleagues as required, covering software, hardware and other IT related matters, either face-to-face, over the phone, via email or “remotely”, to help set up systems and / or resolve issues
• Install and configure new IT infrastructure equipment, including hardware, software, operating systems and related applications
• Set up new Users’ accounts and profiles on Servers and resolve any password issues
• Troubleshoot server and network problems, diagnosing and solving hardware, software, network or other related faults

• Acknowledge support request ticket(s) and accurately record, update and document progress
• Help with the assessment, development, implementation and support of issues raised by customers
• Perform other duties and responsibilities as assigned and required
• Respond within agreed time limits to requests for support
• Take responsibility for the smooth operations of all “Client/Sites” core infrastructure
• Configuration of software including email, antivirus or any third-party applications requested by the customer – Excluding software that requires outsourced support
• Provide support for any IT related issue as direct by management
• Liaise with external suppliers/vendors for the repair of equipment / software under warranty or maintenance contract.

• Take ownership of escalations and professionally manage them through to resolution
• Ensure all incidents, issues and changes are recorded through the ticketing system
• Provide hands on escalation support for all IT teams and colleagues
• Proactively manage assigned sites and suggest improvements
• Provide support for all IT related projects (out of hours working, occasional nights and weekends as required)
• Provide weekly reports to management for all critical issues at assigned “sites”
• Completing Timesheets and Travel Claims dutifully and diligently and correctly
• Request quotes with proper information on hardware/software
• Manage / Assist mid and junior “site” engineers with daily duties and projects, as required
• Assist Junior / Midlevel Technicians where required / requested
• Creates/maintains documentation for “sites” in Wiki
• Contact/Update clients on any/all changes during maintenance/troubleshooting
• Advanced Maintenance / Troubleshooting / Installation of client Servers/Network devices

Key Performance Areas

• Ensure all hardware and software installations and configurations comply with company policiesand standards.
• Sites in technician’s care are running optimally without repetitive faults
• Maintain average ticket resolution of 48 hours, meeting or exceeding SLA’s.
• 80% First-time resolution on support requests

Requirements:

• 2 years working experience with the following: Microsoft 365, Azure, Virtualization, Storage (backups), Active Directory Management, VOIP – with a minimum of
• Reliable transportation along with a valid South African driver’s license
• A combination of the following certifications or university equivalents relevant to the intermediate-level technician position we’re hiring for:

1. 1. CompTIA A+ (Core 1 and Core 2)
   2. CompTIA Network+
   3. CompTIA Security+
   4. Cisco Certified Network Associate (CCNA)
   5. Microsoft Certified: Azure Administrator Associate
   6. AWS Certified Solutions Architect – Associate
   7. VMware Certified Professional (VCP)
   8. Certified Information Systems Security Professional (CISSP)
   9. VOIP
   10. Bachelor’s degree in Computer Science, Information Technology, or a related field.

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