Job Description

Duties & Responsibilities include but are not limited to:

• Set up all new employees.
• Handle all logged calls accurately and timeously.
• Perform preventative, adaptive, and perfective maintenance to ensure optimal functioning of the end user device management environment.
• Performing first line diagnosis prior to assignment of the incident to vendor (includes PABX telephony system, video conferencing).
• Vendor management.
• Manage Helpdesk System.
• Verify hours / minutes logged per request.
• Analyse reported problems and implements appropriate solutions and escalates unresolved issues.
• Resolve the root causes of incidents and deploy effective workarounds.
• Resolve problems as underlying causes are identified and corrected.
• Communicate clearly and precisely with users regarding expectations for call-backs, follow-ups regarding their issues, interactions with development, and other open issues.
• Communicate clearly and precisely with users to determine expectations for resolutions.
• Identify suitable workarounds that provide staff with service improvement while a more permanent solution is sought.
• Analyse urgency and the resources required to effect temporary or permanent solutions to the problems.
• Follow the processes and procedures for technical support workflow.
• Provide remote technical support
• Provide VIP support

Candidate skills and experience requirements;

• Laptops and Desktop Computers
• On Premise and Cloud based Servers
• Network support and maintenance incl. Wi-Fi
• Proactive and preventative maintenance
• Multifunctional Network Printer support, excluding Hardware maintenance
• Mobile devices
• Multimedia Devices
• End Point Antivirus support
• End Point patch management
• Veeam Backups
• Tracking spares
• IT Asset Management
• Microsoft Active Directory
• Office 365
• Hyper-V
• End-User Support
• Server Installation & Configuration.
• LAN/WAN configuration and support.
• Ethernet, Fibre, Wireless and Wi-Fi network installation and support
• Software installation and support
• Renewal of all software licenses (Syspro, Office365, Adobe, Bartender....)

The candidate will also be responsible for all the following technical responsibilities:
Skills and Experience:

• Completed Matric, and A+ and N+ qualification/or IT related qualification. Firewall certifications will be Advantageous
• 3-5 years' experience in computer networks and systems maintenance.
• Experience in the maintenance of Firewalls

Attributes And Competencies:

• Strong customer service skills, always presentable, excellent verbal and written communication skills including effective listening skills.
• Strong work ethic, able to work in manner that is systematic, detail orientated, and process driven.
• Solid analytical and troubleshooting skills specific to software related issues.
• Experienced in teamwork and completing tasks independently.
• Curious, takes initiative with a self-directed desire to learn and grow.

Package & Remuneration
The salary will be market related and based on prior experience.
Interested
If you believe you fulfil the above criteria, please can you send your CV through to hr@ioec.co.za
Please note that if you do not fulfil all the above requirements for the position your CV will not be considered.

Skills Required