Technician

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
• Drivers 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