Job Description

IT Support Technician Vacancy

To install and maintain company hardware, software, networks, and infrastructure to ensure business sustainability and good end-user experience

Responsibilities

Maintain hardware, software, and networks:

Ensure best practices are followed and that all software is safe and appropriately licensed.

Ensure security and privacy of computers and network systems.

Monitor networks and hardware for unauthorized use.

Managing Domain Controller (Active Directory, certificate management, DNS, Azure AD Connect).

Monitoring and securing networks.

Managing Firewall IPsec tunnel and links.

Managing IT infrastructure projects.

Resolve hardware, software (including in-house), and network problems by working with end users, other technical personnel, and external service providers.

Install, maintain, optimise, and configure software, including Windows operating systems and settings.

Implement and deliver quality solutions:

Contribute to continuous improvement of processes, systems, knowledge base, and third-party relationships.

Document common problems on documentation solution.

Technical Support to Stakeholders:

Regular feedback to clients regarding service request status.

Provide technical support across the company, including remotely using Team Viewer, telephone, or Microsoft Teams.

Manage incidents raised by end users and ensure all requests are logged, monitored, and tracked using the incident management system.

Role Requirements

Qualifications:

Degree in Information Technology or other relevant qualifications from industry recognised institute (A+, N+, MCSA, MCSE or similar highly valued)

Minimum Work Experience:

2 - 5 yearsxe2x80x99 experience as a Desktop Support Technician, Network Support Technician, Systems Administrator, or similar role

Experience working with, configuring, and troubleshooting computer networks (TCP IP configuration, subnets, DNS, etc.)

Network security administration experience.

Experience dealing with internal customers and external suppliers.

Server management experience.

Software / QA testing experience advantageous.

Network monitoring (e.g., Zabbix)

Firewall management experience (e.g., FortiGate)

Experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers and their operating systems and peripherals.

Experience resolving end-user problems and working with an incident management system (e.g., Spiceworks, Remedy, or similar).

Technical/Business Competence:

Strong desktop support skills.

Strong network support skills.

Excellent knowledge of Microsoft software and Office applications.

Excellent general IT industry knowledge.

Monitor established SLAxe2x80x99s and OLAxe2x80x99s are met, with internal clients and third-party providers.

Liaise with external service providers to resolve incidents and complete service requests.

Log incidents with external service providers in accordance with

SLAxe2x80x99s.

Effectively manage relationships with third-party providers.

Effectively manage and prioritise high severity incidents.

Active Directory, Azure AD, Server Management, and network security knowledge advantageous.

Behavioural Competence:

Analysing and Applying Expertise and Technology

Creating and Innovating

Silk Road Consulting (Pty) Ltd