IT Support Technician

The purpose of this role to provide IT end user support to employees

Minimum Requirements:

Qualifications

• Grade 12

• Information Technology Certificate: o N+ and/or A+ Certificate

• MCSE

Experience

• 3 – 5 years End User Support, IT Technical and/or functional support experience.

Knowledge

• Microsoft Office Suite

• Hosted Exchange server

• CISCO POEs

• OS : MS Server 2016/MS Win 10 Pro

• Video Conferencing

• MS BI or Power BI

• LAN/WAN

• QGiS/ArcMap

• MS Sql Server

Skills:

• Ability to recognise a problem and implement the appropriate plan.

• Attention to detail. Ability to focus on the specific task at hand with concern for all areas involved.

• Report on task completion as per prescribed standards.

• Ability to follow instructions and procedures whilst complying with legal obligations and safety requirements and procedures in the workplace.

• Interpersonal skills. To get along with fellow Colleague’s whilst effectively getting the job done.

• Communication skills. Ability to effectively transfer thoughts and express ideas verbally.

Responsibilities

End user support

• Provide end user support, manage assigned calls within SLAs and assist with the logging of calls.

• Establish, implement, support and manage end user environment standards.

• Manage and support end user active directory user IDs and mailboxes.

• Load new workstations with Microsoft Operating System and business applications.

• Manage multi-function printer end user support.

• Document end user environment and standards.

• Conduct license management.

• Conduct change management.

• Conduct problem resolution.

• Conduct vendor management.

• Conduct hardware specification management.

• Conduct version and patch management.

• Perform ad-hoc tasks.

• Support Stakeholders via telephone, in person or via remote support to the user’s PC.

• Manage Server/Data Backups, Perform QA as prescribed.

Technical and Administration

• Identify problems and recommend action plans for timely solutions.

• Ensure that internal policies and procedures are in place and followed.

• Ensure that records are kept.

• Plan meetings as per the requirements.

Compliance

• Comply with Microsoft standards, all other vendor standards and best practices.

• Ensure full up to date documentation of end user environment.

• Ensure quality end user environment.

• Perform security management.

• Develop and maintain relevant policies, procedures and standards, operational manuals.

• Adhere to agreed SLA’s.

Customer relationship management:

• Develop and maintain productive relations with internal and external customers.

• Build, manage and maintain healthy diverse workable internal relations and implement remedial actions where required.

• Build, manage and maintain healthy external relations to assist in achievement of organisational goals.

• Maintain internal and external relations, including the interface with external providers responsible to ensure departmental needs are met and employees are satisfied.

• Provide relevant and specialised technical support to applicable stakeholders.

Team improvement