IT Support Technician

Essential Qualifications, Skills & Experience:

• Matric or Equivalent
• CompTIA A+ or N+ Certification
• IT Diploma or MCITP/MCSE (Advantageous)
• Min 3 year’s working experience in an IT environment
• Technical Knowledge of Computers, Operating Systems, and Widely Used Computer Applications:
• Microsoft operating systems (Win 7, 10, Server 2012/2016) and Office/Office 365
• TCP/IP networks, including WAN and LAN technologies
• Hardware and Software support
• Internal and Remote End User support
• Office 365 Basic Administration
• Network and Security Infrastructure – Cisco, Unifi, Fortinet
• Windows Enterprise Environment – Physical and Virtual (Hyper-V)
• Backup Administration i.e. Veeam
• Microsoft Active Directory and Group Policy Management
• Good verbal, written, and communication skills with the ability to convey technical detail in a clear and concise manner

• Own Vehicle required

• Unendorsed - Valid driver’s license

Key Result Areas:

• Provide first-line IT support - Hardware & Software.
• Ensure all IT support requests are attended to and resolved within reasonable timeframes.
• Assist users telephonically, in person, or remotely with their IT queries or problems.
• Liaise with 3rd party IT providers for the resolution and support of various related IT problems across multiple IT platforms.
• Roll out, support, and maintain new and existing IT resources/infrastructure – Desktops, Laptops, Printers, Networking Equipment, Telephones, Servers, etc.
• Monitoring of the Network, Configuration, and Support (WAN and LAN)
• Administer and enforce IT security controls and measures.
• Ensure that the IT asset register is reviewed and kept up to date.
• Track and document all IT asset movements.
• Monitor all IT resources and infrastructure: - Server Room, Servers, UPS, Fire suppression System, Aircons, networking equipment, and backups.
• Interrogate all systems to ensure that IT best practices, policies, and guidelines are being adhered to.
• IT Admin Support
• Management and ownership of the IT helpdesk system.
• Assign logged tickets on the IT helpdesk and ensure that all calls and escalations are handled timeously.
• Raise PRQs for all IT purchases and service providers.
• Ensure all relevant documentation is complete, approved, and submitted for access to various IT resources and systems.