The primary function of this role is to provide first and second level Help Desk functions and support for end users in a friendly, efficient and professional manner, to ensure the smooth operation of the company’s IT infrastructure.
Provide support for servers and Telecommunications infrastructure
Provide direct technical support to end-users for all IT and Telecom related issues for hardware and software. Support includes: installation, configuration, monitoring, diagnosing, repairing, maintaining, and upgrading of new and existing desktops, laptops, peripheral equipment, approved PC software, workstations and servers running Windows operating systems, Linux operational systems, network connectivity, network printing, and any other hardware/software issues
You’ll escalate any unresolved problems, follow up support requests and provide regular updates to users on the progress of their issues
Log, track and resolve incoming incidents and service requests from end users via telephone, portal and email
Configuration, deployment, administration and support of IT assets, including PCs, laptops, tablets, mobile phones, etc.
Utilize IT Service Desk technical support software to track all service and trouble tickets involving support to end-users, ensuring that SLAs are met
Provide support using remote connection tools, where remote fixes are not possible, provide desk-side assistance at a suitable time
Management of printer consumables, ensuring that adequate stocks are maintained
Work with third party providers as required, providing assistance wherever necessary and appropriate, ensuring a high level of service is provided
Provide IT training to staff as and when required
Take ownership of problems and try and come up with pro-active solutions seeking support from Senior IT Administrator when needed
Perform system related daily processing and operational support needs for all areas as required. Ensure all daily jobs are completed according to established procedure.
Support with projects in relation to IT needs as and when required
Create and update documentation and carry out administrative tasks as required
Ensure efficient and effective department operations by providing back-up support to IT department personnel in performing daily tasks as needed.
Travel to other offices when needed
Other duties as assigned by Senior IT Administrator
Previous experience in an IT support role would be beneficial
Graduate who has completed a course in an IT related discipline
Experience in deploying end users workstations would be preferable
Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
Strong communication skills demonstrated through interaction with employees and creating documentation
Helpful and analytical, you must also have excellent problem-solving skills and the ability to prioritise and manage your workload effectively
Highly self-motivated and directed
Ability to work effectively and productively with others
Ability to be flexible and responsive in order to provide the highest quality of service to employees/end users
Ability to be thorough, accurate and attentive to detail
Highly organised and has an ability to multi-task and work under pressure
Flexible attitude to working hours - to cover system failures, etc.
Microsoft Certifications are an advantage or willingness to work towards achieving further qualifications.
Published at 07/01/2020