Responsibilitie
s General user support of all company devices and software Troubleshoot and provide resolutions to issues and outages Build an internal knowledgebase with technical documentation, manuals and IT policies Support, configure, maintain and upgrade our networks and in-house servers Ensure the Resolved Status Service Level Agreement (SLA) is not breached by resolving tickets timeously Ensure that tickets are updated in line with the Process (With approval from the customer and a valid reason) Answer user inquiries regarding computer software or hardware operation to resolve problems timeously Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support Refer major hardware or software problems or defective products to vendors or technicians for service Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities on the relevant systems Ensure that tickets are acknowledged before they breach the Ticket Acknowledgement SLA Quality Assurance Management – Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality Customer Experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls Provide active resolution on all calls or emails logged for IT assistance within the agreed upon SLA timeframes Train others in computer interface or software use
Qualifications
Bachelor’s degree in computer science or related field Experience with databases, networks (LAN, WAN) and patch management Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery Experience with firewalls, Internet VPN’s remote implementation, troubleshooting, and problem resolution is desired IT Certification will be an advantage (e.g. ITIL, CCNA, CCNP, MCSA, MCSE) Minimum of 2 years’ experience in network admin, systems support or similar role Excellent knowledge of best practices around management, control, and monitoring of server infrastructure
Key Competencies and Attributes:
Excellent communication skills Resourcefulness and problem-solving aptitude Great at organizing, prioritizing and multitasking Analysis & diagnostic investigation
