IT Support Technician

SUMMARY:
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POSITION INFO:

Purpose of job:

To ensure all IT systems are operational, proactively maintained and configured optimally. Support all customers (IT Users) to ensure they can access the required IT environments. Execute technology project required by the business and ensure IT Infrastructure is aligned with the clients technology requirements

Minimum requirements / qualifications and/or experience

• · Gr12 with A+, N+, S+ and Server+
• · 3 years+ Experience in the IT Industry
• · Extensive knowledge of computer and server setup and maintenance
• · Knowledge of LAN, WAN and wireless networks
• · Basic project management
• · Effective communication skills
• · Work under pressure
• · Ability to fault find/troubleshoot complex software and hardware issues
• · Ability to multitask
• · Knowledge of database and networking security systems

Financial responsibilities:

1. Ensure suitable hardware/software solutions are procured.

• · Requests quotes from multiple vendors.
• · Compare quotes
• · Research optimal solutions

2. Identify possible cost saving solutions

• · Find and identify key areas where IT can implement optimal solutions, saving the company costs in time and money.
• · Constantly evaluate IT & Infrastructure systems
• · Ensure suitable upgrades vs replacements
• · Ask why a specific job or process is being done in the specific way. (e.g., why is users printing so much and what can be done to change it)

3. To ensure IT Infrastructure and systems run efficiently

• · Identify unnecessary / absolute Infrastructure and find a better solution
• · Ensure optimal systems topology

Customer responsibilities:

1. Ensure IT systems and equipment is available to all CUSTOMER to perform their daily duties.

• · Ensure the accurate and thorough onboarding and offboarding of staff by managing user account creation, access provisioning, and deprovisioning across all IT systems. Verify that all company assets (e.g., laptops, mobile devices, and other equipment) are properly assigned and returned. Maintain a detailed checklist to prevent oversight and ensure Standard Operating Procedures (SOPs) are followed.
• · Ensure CUSTOMER (internal IT users) have correct tools/systems/software available to perform daily duties.
• · Prioritize and communicate service delivery to customers.
• · Ensure all IT tickets are logged on the IT helpdesk
• · Ensure all calls on helpdesk are actioned, this will ensure the IT users will be operational

2. Manage IT helpdesk

• · Prioritize and communicate service delivery to customers.
• · Ensure tickets are resolved within SLA

3. Recurring faults

• · Prevent recurring faults from occurring (e.g. Setup of Desktops / Laptops, load all applications and avoid constant shipping between departments / branches)

Operational responsibilities:

1. Infrastructure Availability

• · Manage server and application availability to achieve 99.9% system accessibility
• · Ensure IT systems are available to all CUSTOMER staff to perform their daily duties
• · Proactive daily checks to be performed to prevent downtime and system issues
• · Routine maintenance to be performed
• · Ensure service down time tracker are kept up to date, pro-active management dashboards and watchdogs are in place and managed.

The following watchdogs to be monitored:

• · Zabbix
• · Autotask
• · Unify PTP
• · Unify UISP
• · IT Alerts
• · Backup Monitoring Reports
• · Nutanix Backup DR SLA
• · Call Cabinet
• · Smart Office Printer Monitoring Solutions
• · Daily Check List
• · Mailbox Storage and SQL Drive Storage

2. Supplier monitoring

• · Attend bi-weekly Numata Support Meeting
• · Attend weekly IT meetings with IT Manager/CTO to discuss daily requirements and needs

3. Exceptions is unforeseen and unplanned system and or supplier failures

• · ISP network failures preventing CUSTOMER to connect to their required systems ( Salesforce, Tradecloud, CAB System)
• · Microsoft security patches non compatible with CUSTOME Reintegration environment causing unforeseen system failures
• · Environmental failures like power, air-conditioners, UPS, lightning strikes that damage server infrastructure and leave the business without IT environment
• · Database corruption, affecting data integrity that can result in product being sold at a lost
• · Virus and hacking threats, can affect both server and database this can result in complete systems failure

4. Escalations

• · All Information Technology related failures that cannot be resolved by the support teams.

Learn & grow responsibilities:

1. Team development

• · Ensure new skills acquired are shared with the rest of the team and documentation/guides are draft regarding new business processes and flows and stored in the IT-HUB
• · Provide how to guides to self-learn for possible future requirements
• · Provide feedback to staff relating to their ticket to better understand the system

2. Performance management

• · Attend weekly IT meetings
• · Attend quarterly performance discussions

3. Presence

• · Maintain client culture and values to adhere reputational conduct
• · Provide IT presence and awareness with department visits and phone-ins

4. Succession strategy

• · Ensure all knowledge are shared with team members
• · Stay abreast with new technology

5. Cleanliness

• · Ensure work area is clean and tidy
• · Ensure to leave the office and server cabinets in a neat state after completing a task
• · Ensure all IT infrastructure is neat in tidy, with solution diagrams available
• · Finish the job 1st time to prevent return visits

6. Innovation

• · Stay abreast with new technology to ensure company stay relevant in the industry

7. I'm customer driven

• · Focus on Customer Satisfaction & deliver exceptional service.
• · Create positive work environment that puts customers first.
• · Promote using data to anticipate customer needs & preferences

8. I build sustainable relationships

• · Excellent service to Internal Company Departments
• · Treating our suppliers fairly and with respect enable reliable service and fair pricing

9. I strive for continuous Improvement

• · Implement Technology Enhancement & Innovation
• · Implement continuous, incremental process driven improvements.
• · Encourage creativity and innovation.
• · Empower individual members to identify areas of improvement & suggest solutions.

10. I mentor staff and pears to promote client as a learning organization

• · Promote a shared vision - forward thinking & strategic mindset.
• · Promote team learning - encourage knowledge sharing.
• · Promote personal mastery - through training & learning.
• · Promote system thinking - collaborative culture.

11. I promote continues feedback

• · Give sight to our value-add solutions.
• · Timely insight into issues that demand our attention.
• · Feedback to Staff - more engaged employees
• · Feedback to Management - improved & transparent employee relationships.

Knowledge:

1. Windows, Linux and Apple operating systems

6. Troubleshooting experience

2. Server setup and maintenance

7. Projects management

3. Networking fault finding and maintenance

8. Security and patching solutions

4. Dealing with 3rd party vendors

9. Recovery and backup maintenance

5. IT Helpdesk operations

10. Printer management and maintenance

Skills:

1. Able to stay calm

5. Able to communicate clearly and efficiently

2. Able to work under pressure

6. Being a team player

3. Fault finding and resolution on systems

7. Able to deal with abusive people

4. Able to think out of the box for solutions

8. Able to multitask

Attitude / behavioral requirements (compulsory):

1. Independent - I am able to get the job done without constant supervision

2. Thinker - I am able to think out of the box and to foresee and prevent current and future it system problems

3. Team player - I am able to work with a team

4. Hard worker - I am able to go the extra mile

5. Work ethics - I am able to display the CUSTOMER values and culture

6. Responsibility - I am able to take responsibility in completing all required tasks and to own up to mistakes that took place

7. Self-improvement - I have the drive to self-improve and better my CUSTOMER experience and those around me

8. Service provider - I am able to provide a service to the CUSTOMER staff and to complete all required tasks and duties