IT Helpdesk Technician

SUMMARY:
In-house IT Technician: Report to IT Manager

POSITION INFO:

The IT department is responsible for supporting and maintaining the company’s IT systems and for providing efficient desktop support to all business users. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.

The IT Help Desk Technician will provide effective IT assistance across all aspects of the business and will provide back up and support to the IT manager. The position is responsible for supporting and maintaining the Microsoft Server and Desktop operating systems and Microsoft O365 environment plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.

MAIN DUTIES:

· Respond to queries in person and via telephone, email or Skype.

· Log queries on the company help desk ticket system.

· Determine source of problem.

· Resolve problem in person, via remote methods or by advising staff on appropriate actions in a timely manner.

· Escalation of issues to the appropriate channel.

· Document resolutions for future reference.

· Seek appropriate approval for creation of user, email and intranet accounts.

· Implement company computer policy to ensure data security.

· Ensure timely notification of branch unavailability to user base.

· Daily checks that server backups have been completed.

· Provide on-the-job training to new department staff members.

· Desk deployments.

· Updating of computer inventory and user database.

· Maintain confidentiality with regards to the information being processed, stored or accessed by users whilst supporting them.

· Work shift hours to provide assistance to branches operating in different time zones.

· Provide cover on South African public holidays with time off in lieu.

· Other duties as assigned by the IT Manager.

OTHER DUTIES:

· Performing basic administrative support duties

· Provide computer orientation to new company staff

SKILLSETS REQUIRED:

· Strong knowledge of Windows 10 Professional

· Strong knowledge and experience with Office 365 deployments.

· Good knowledge of working with Windows Server

· Knowledge and understanding of TCP/IP, Active Directory, DNS, DHCP

· Beneficial but not essential, knowledge and experience with MS Sharepoint in the O365 environment.

· Beneficial but not essential, knowledge and experience with Mikrotik equipment and pfSense Firewalls.

· Beneficial but not essential, knowledge and experience with Asterisk based VOIP platforms.

· Beneficial but not essential, knowledge and experience with Squid based Web proxies.

SOFT SKILLS:

· Excellent customer service (willing to go the extra mile).

· Strong desire and focus on continued improvements and personal development.

· Ability to work individually as well as within the wider team to achieve the department''s goals.

· Good time management and self-motivational skills.

· Keep up to date with current industry trends and emerging technologies and practices.

· Have a pro-active support mindset to prevent issues escalating.

RESPONSIBILITIES:

· Take ownership of assigned problems and resolve or escalate appropriately, in a timely manner. Ownership is from allocation to closure.

· Manage allocated tickets to ensure regular updates are gathered, logged and the user involved informed.

Job Type: Full-time

NB! This job is now closed. You can apply for other jobs by uploading your CV.