IT Support Mid Level

SUMMARY:
Assist the IT Manager with support

POSITION INFO:

DESCRIPTION OF DUTIES: Providing first-level and second-level support.

IT Infrastructure and Security Oversight: Focus on maintaining and enhancing the organization''s IT infrastructure and security protocols. Ensure all systems are robust, secure, and aligned with the latest industry standards.

Technical Support: Provide expert-level technical assistance for complex issues that go beyond standard helpdesk inquiries. This involves troubleshooting advanced problems and offering solutions to ensure minimal downtime and optimal system performance. Overseeing the backup processes for all systems at the company, making sure they align with the company''s Business Continuity Planning (BCP) standards.

Helpdesk Ticket Support: Actively manage and respond to helpdesk tickets on a first and second level, ensuring timely and effective resolution of IT issues faced by users. Prioritize tickets based on urgency and impact and provide detailed guidance and support to resolve them efficiently.

CORE DUTIES:

1. Ticketing System Oversight: Efficiently manage and respond to IT issues reported through our central ticketing system. Ensure that all tickets are resolved under our Service Level Objectives (SLOs).
2. Collaborative Teamwork: Work closely with the IT support team to develop strategies for effective issue resolution and system improvements. Monitor system performance, identify areas for improvement, and implement optimizations to enhance the efficiency and reliability of IT systems.
3. System Maintenance and Upgrades: Regularly evaluate our IT infrastructure (Server hardware or software) for potential upgrades or enhancements—lead projects for system implementation and maintenance.
4. Microsoft 365, Exchange Online, and SharePoint Administration: Manage and oversee the company use of Microsoft 365, including Exchange Online and SharePoint. Responsibilities include configuring and maintaining email systems, ensuring smooth operation and security of Exchange Online services, and managing SharePoint sites for effective collaboration and document management. This role involves user account management, policy implementation, and ensuring that these platforms align with the company''s collaboration, communication, and data storage needs.

1. Virtualization Technologies: Manage and optimize virtual environments, including virtual servers, desktops, and applications.

Advanced Networking:

Oversee and optimize the company network infrastructure, ensuring reliable connectivity, performance, and security. This includes managing, creating, and upgrading network hardware, software, and configurations, and troubleshooting network-related issues.

1. Desired Experience & Qualification

    5+ years’ experience working in each of the below in a medium-sized business environment.

   • Proven experience in providing end-user first and second-line IT support and troubleshooting.
   • Windows Server 2008 / to Current – Basic to mid-level
   • Windows Server Domain Controller Active Directory. Knowledge of the Microsoft Azure control centre. Creating and controlling users in a hybrid AD environment.
   • Windows SQL Server 2008 / to Current – Basic to mid-level
   • Support MS Exchange Online Server - Current - Basic to mid-level
   • Azure MS365 administration Support - Current - Basic to mid-level
   • Teams and SharePoint - Basic to mid-level
   • VMWare / Hyper V - Basic to mid-level
   • Networking - Excellent understanding of Networking, Routing, Switching, VLANs, LANs and WANs.
     • Aruba switches
     • Cisco switches
     • Cambium AP’s
     • Basic SQL support – advantage
     • 3cx PABC – advantage

    Bachelor''s degree/Diploma in Computer Science (or 3-year tertiary qualification), Information Technology

   • MCSE and MCP
   • Teams/SharePoint certification (an advantage)
   • Excellent verbal and written communication skills with the ability to articulate technical concepts to non-technical stakeholders.
   • Strong problem-solving and analytical skills.
   • Medically fit
   • Valid License