IT Support Technician

Job title

IT Support Technician

Location

Belville

Purpose

Install and maintain company hardware, software, networks, and infrastructure to ensure business sustainability and good end-user experience

Min Experience

2+ years’ experience as a Desktop Support Technician, Network Support Technician, Systems Administrator, or similar role

• Experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers and their operating systems and peripherals
• Experience working with, configuring, and troubleshooting computer networks (TCP IP configuration, subnets, DNS, etc.)
• Experience resolving end-user problems and working with an incident management system (e.g. Spiceworks, Remedy, or similar).
• Experience dealing with internal customers and external suppliers.
• Server management experience advantageous.
• Software / QA testing experience advantageous.
• Network security administration experience advantageous.

Min Qualification

3-year qualification or certificate in Information Technology or other relevant qualifications from industry recognised institute (A+, N+, MCSA, MCSE or similar highly valued)

Functional Responsibilities

• Provide technical support across the company, including remotely using Team Viewer, telephone, or Microsoft Teams
• Manage incidents raised by end users and ensure all requests are logged, monitored, and tracked using the incident management system
• Resolve hardware, software (including in-house), and network problems by working with end users, other technical personnel, and external service providers
• Install, maintain, optimise, and configure software, including Windows operating systems and settings
• Contribute to continuous improvement of processes, systems, knowledge base, and third-party relationships
• Ensure best practices are followed and that all software is safe and appropriately licensed
• Ensure security and privacy of computers and network systems
• Monitor networks and hardware for unauthorized use
• Regular feedback to clients regarding service request status
• Document common problems on documentation solution
• Advantageous: experience managing Active Directory
• Advantageous: experience testing software and raising bugs
• Advantageous: experience monitoring and securing networks

Leadership Responsibilities

Personal and functional leadership

• Take ownership of own work by delivering high quality work on time.
• Show initiative and be pro-active in finding opportunities to improve business processes.
• Take ownership of own career development by continuously improving skills, knowledge, and the application thereof in designing and implementing solutions.
• Positive engagement in team activities and actively contribute ideas to improve team dynamics and performance.
• Upskill and train business users and colleagues as required to ensure overall stability of the environment.

Technical/Business Competencies

• Strong desktop support skills,
• Strong network support skills,
• Excellent knowledge of Microsoft software and Office applications,
• Excellent general IT industry knowledge,
• Good problem resolution and creative thinking abilities,
• Monitor established SLA’s and OLA’s are met, with internal clients and third-party providers.
• Liaise with external service providers to resolve incidents and complete service requests.
• Log incidents with external service providers in accordance with SLA’s.
• Effectively manage relationships with third-party providers.
• Effectively manage and prioritise high severity incidents.
• Active Directory, Azure AD, Server Management, and network security knowledge advantageous.

Behavioural Competencies

• Information gathering and documenting.
• Creating and innovating.
• Stay up to date with new developments in the IT / support space.
• Quality and detail orientated.
• Planning and organising.
• Adapting and responding to change.
• Team collaboration.
• Comfortable working in a small team environment as well as independently
• Strong interpersonal skills
• Deadline driven (sense of urgency).
• Resourceful and the ability to take initiative.