Helpdesk Support Technician at MIBCO

Description:
Duties and Responsibilities

• Operate helpdesk and log calls.
• Support users with login and passwords
• Support users with windows issues
• Operate within the SLA with business
• Windows Server support
• Execute office duties such as receiving goods from suppliers and the regions, scheduling and packing items for the courier services.
• Interact with third parties when required for logistical, support or administration purposes for example but not limited to Telkom, IS, Vodacom, Interconnect, Digidata, Softline, Microsoft, and EMC.
• Obtain and manage quotes for certain 3rd party services and hardware.
• Create purchase orders on the system for certain IT procured services and hardware.
• Perform routine and periodic tasks such as removing backup tapes completing daily check logs and files.
• Keep users informed when a call is open and cannot be closed, confirming the anticipated resolution time.
• Assist users with mobile and remote communications.
• Assist with third party connections to and from MIBCO up to platform level.
• Maintain the Server room environment both operationally and physically.
• Ensure operational availability of video conferencing equipment.
• User account management.
• Internet Website and Intranet webmaster.
• Execute on the employment contract with MIBCO and at a minimum perform the tasks described in this job description.
• Trouble shooting, basic repair and maintenance of end user equipment.
• Operate within the policies and procedures of MIBCO.
• Rotate job roles with the Network and Server support

Knowledge/Technical Skills/Competencies

• Team player with good communication skills.
• Work under pressure and to timelines.
• Work unsupervised and be disciplined.
• Be methodical.
• Excellent troubleshooting capability.
• Helpful and engaging manner, including phone support.
• Be mindful of quality and continuous improvement.

Technical.

• Active directory and Exchange
• Windows 7/8/10/11
• Windows Server 2012 and above
• TCP/IP
• Microsoft Office 2013 and 365
• Microsoft Teams
• Smart phone platforms
• Microsoft DPM
• Microsoft Endpoint Protection
• Microsoft System Centre and Mimecast
• Digidata (User Account Management)
• Web technology i.e. Joomla

Requirements:
Qualifications

• Matric with tertiary IT qualification.
• Microsoft MCTIP desktop and / or server certifications – at least one.
• Other Industry certifications such as COMPTIA, A+ etc would be an advantage.
• 7 years’ experience within a user support role is required.
• 5 years’ hardware repair and hardware maintenance is required.
• Traceable desktop support history.
• Microsoft desktop and server operating systems support.
• Microsoft office and end user products.
• General networking administration.
• General backup technology.
• Office 365 applications experience.
• Office 365 account configuration experience.
• General virtualization knowledge.
• Adherence to MIBCO policies and procedures.
• General security knowledge – IT and otherwise.
• General communications knowledge – mobile, 3G/LTE, APN including WAN, wireless and LAN.
• General tools and utilities used in administration and support.
• Working knowledge of Mimecast, Microsoft Exchange, Exchange Online, Cisco telephony and switching, Cisco Meraki and Microsoft system centre.
• Working knowledge of video conferencing technologies.