Desktop Technician

SUMMARY:
Desktop

POSITION INFO:

• Troubleshoot hardware and software errors;
•  Resolve connectivity issues;
• Asset Management processes and procedures for IT equipment;
• Setup and configure desktops, printers and mobile devices to the network;
• Install application programs requested by the user;
• Setup training environments when requested; 
• Deploy software patches and updates; 
•  Provide laptop support;
• Re-imaging of desktops, laptops and mobile devices as required; 
• Basic printer troubleshooting and support; 
•  Problem determination and resolution; 
• Bandwidth monitoring, usage and statistics; 
•  Liaise with Telkom on day-to-day running of the VSAT, ME and VPN networks to all offices; 
• Ensure that all invoice submitted by service providers are accurate; 
•  Liaise and coordinate with Telkom engineers on office movements, installations and relocations of VSAT and landline as applicable. 
• Liaise with engineers regarding PC, printer and peripheral repairs and callouts.
• Switch maintenance and management at HO, PEO, warehouse, Backup Site and MEO offices;
• Identification, reporting and removal of rouge devices connected onto the Commission’s network
• Shipping all computer related equipment to relevant locations;
•   Maintain database of WAN infrastructure. 
• Monitoring and Management of APN (Access Point Names) 24) Monitoring and Management of MDM (Mobile Device Management) 
•  The Mobile and Desktop Support Technician will work in a team that will be responsible for providing 2nd line support to all end users. S/he will work in conjunction with system administrators, database administrators and external vendor technicians to achieve the support level that is required. As such, over and above qualifications and suitability, the curriculum vitae of the proposed candidates should, address the following experience:
•  Deep skills and experience in mobile and desktop support of Microsoft Operating Systems (Windows) and Microsoft applications (Office, Outlook, Internet Explorer, WSUS, etc); and
• It is further recommended that the candidate should have experience in Troubleshooting and problem solving technical issues. 
• Knowledge of HP/Cisco switches and routers; 
•  Certifications; 
•  Deep knowledge and understanding of video conferencing solutions, including both physical and online and virtual based solutions like Skye for Business, MS Teams and Zoom; 
•  Good documentation and administration skills.
•  Deep knowledge and understanding of configuring Android devices. h) Good knowledge and understanding of Mobile Device Management tools i) Good knowledge and understanding of configuring AP’s 2.4 Technical Skills requirements In addition to the above skills experience, it will be advantageous for candidates to also have the following technical skills:
• Skills Requirements Minimum Experience Required 
• Mobile and Desktop Support Technician Understanding of different network topologies; > 5 years Have a good knowledge of the TCP/IP protocol; > 3 years 
• Networking skills (must have understanding of the following Cisco routers, Satellite networks, Switches); > 3 years 
• Experience and/or skills in desktop support > 3 years 
• Good knowledge of hardware and software support and installation; > 3 years 
• Knowledge of Symantec Endpoint Protection edition (i.e. installing, updating definitions files etc.); > 3 Years 
• Good knowledge of tools such as SCCM, Remote Desktop, 
• TeamViewer etc. for remote support. > 3 Years 
• Good communication and interpersonal skills; > 3 Years 
• Good Microsoft networking and Operating System (Windows) skills; > 3 Years 
• Troubleshooting and problem solving technical issues; > 3 years 
• Good working knowledge on Microsoft desktop products (i.e. Internet Explorer, 
• Microsoft Office, Outlook, WSUS, etc.); > 18 months 
• Ability to function in a team; > 18 months 
• Knowledge of video conferencing solutions > 12 months 
• Knowledge and understanding of configuring AP’s > 12 months
• Knowledge and understanding of Mobile Device Management tools > 12 months 
• Knowledge and understanding of configuring Android devices > 12 months