Essential Competencies:
A minimum of 3 years’ working experience as an IT support technician and directly supporting end-users, both face-to-face and remotely.
A minimum of 3 years’ experience troubleshooting and upgrading desktop/workstation and server hardware.
A minimum of 3 years’ experience installing, maintaining and supporting corporate network environments (LAN & WAN).
Comprehensive knowledge of Windows and Apple operating systems.
Experience troubleshooting and setting up mobile devices, especially those on the Android and iOS platforms.
Windows Server and SBS operating systems.
Microsoft Office 365 and Azure experience.
Microsoft Office application Suite.
Advanced networking – routers, access points, switches & firewalls.
VPN and WAN setup/support.
Microsoft Exchange Server.
Driver’s license.
Experience having worked with a helpdesk ticketing system such as OTRS, Zendesk & osTicket, Heat, Remedy, etc.
Advantageous Skills:
Other cloud-based technologies.
Advanced networking – Firewalls (Mikrotik, Cisco, Juniper, Fortinet).
Linux operating systems.
MCSE or equivalent.
VMware & Hyper-V.
Key Responsibilities:
Be accountable for effecting remote and onsite IT support to all internal and external stakeholders in the recording and resolution of all IT support tickets logged and/or calls taken.
Provide technical support in terms of hardware, software, systems and administration.
Ensure expected service levels and response times are adhered to.
Follow the company processes to effectively escalate matters with effective resolutions.
Maintain constant communication with end users, engineers, partners and third-party service providers on all matters that require technical support.
Provide after-hours support on rotation with the team.
