IT Support Administrator

SUMMARY:
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POSITION INFO:

IOEC is seeking a skilled IT Support Administrator to join our team in Morningside, Durban. We seek a helpful, service driven team member to fill this role. The IT Support Administrator will be responsible to oversee the organisations' IT systems, maintain information systems and networks, upgrade and install new hardware and software, and perform troubleshooting. They will also back up data and manage network security.

Duties & Responsibilities include but are not limited to:

· Set up all new employees.

· Handle all logged calls accurately and timeously.

· Perform preventative, adaptive, and perfective maintenance to ensure optimal functioning of the end user device management environment.

· Performing first line diagnosis prior to assignment of the incident to vendor (includes PABX telephony system, video conferencing).

· Vendor management.

· Manage Helpdesk System.

· Verify hours / minutes logged per request.

· Analyse reported problems and implements appropriate solutions and escalates unresolved issues.

· Resolve the root causes of incidents and deploy effective workarounds.

· Resolve problems as underlying causes are identified and corrected.

· Communicate clearly and precisely with users regarding expectations for call-backs, follow-ups regarding their issues, interactions with development, and other open issues.

· Communicate clearly and precisely with users to determine expectations for resolutions.

· Identify suitable workarounds that provide staff with service improvement while a more permanent solution is sought.

· Analyse urgency and the resources required to effect temporary or permanent solutions to the problems.

· Follow the processes and procedures for technical support workflow.

· Provide remote technical support

· Provide VIP support

Candidate skills and experience requirements;

· Laptops and Desktop Computers

· On Premise and Cloud based Servers

· Network support and maintenance incl. Wi-Fi

· Proactive and preventative maintenance

· Multifunctional Network Printer support, excluding Hardware maintenance

· Mobile devices

· Multimedia Devices

· End Point Antivirus support

· End Point patch management

· Veeam Backups

· Tracking spares

· IT Asset Management

· Microsoft Active Directory

· Office 365

· Hyper-V

· End-User Support

· Server Installation & Configuration.

· LAN/WAN configuration and support.

· Ethernet, Fibre, Wireless and Wi-Fi network installation and support

· Software installation and support

· Renewal of all software licenses (Syspro, Office365, Adobe, Bartender….)

The candidate will also be responsible for all the following technical responsibilities:

Skills and Experience:

· Completed Matric, and A+ and N+ qualification/or IT related qualification. Firewall certifications will be Advantageous

· 3-5 years’ experience in computer networks and systems maintenance.

· Experience in the maintenance of Firewalls

Attributes And Competencies:

· Strong customer service skills, always presentable, excellent verbal and written communication skills including effective listening skills.

· Strong work ethic, able to work in manner that is systematic, detail orientated, and process driven.

· Solid analytical and troubleshooting skills specific to software related issues.

· Experienced in teamwork and completing tasks independently.

· Curious, takes initiative with a self-directed desire to learn and grow.