IT Support Technician at LulaBet

JOB PURPOSE

• The System Technician’s primary role is to provide first line support services, resolve incidents, implement authorised changes, system and security updates and upgrades, implement approved system deployments, maintain user accounts and assist with the general maintenance of the IT environment.

RESPONSIBILITIES

• Respond to and resolve incidents, restoring IT (Information Technology) and AV (Audio-visual) services as soon as possible, implementing workarounds if required
• Respond to user support requests, including hardware (PC, laptop, keyboard, mouse, monitor, AV, cameras, lighting, microphones), software and network issues
• Install, configure and maintain the company’s technology assets (including, but not limited to IT hardware, software, applications, LAN, WAN, audio-visual equipment) in accordance with approved policies and procedures
• Proactively monitor all production systems, including client equipment, desktops, laptops, printers & peripherals, telephones, headsets, servers, routers, switches, firewalls, audio-visual equipment, and any other devices required for the provisioning of business services
• Monitor Internet availability and escalate any availability or performance issues to the service provider and management
• Implement new deployments, upgrades and changes in accordance with the approved change management procedures
• Configure and maintain user access to business applications in accordance with the approved security procedures
• Complete the handover procedure between shifts, ensuring that all priority issues have been resolved, any outstanding issues are handed over and the next shift is comprehensively briefed on any scheduled projects and changes due to be completed during their shift.
• Ensure that any spares used during a shift are replaced / re-ordered.
• Monitor and ensure successful completion of backups, take the necessary action to resolve and re-run failed backups.

SKILLS AND QUALIFICATIONS

• 1 year experience in a technical IT support role
• A+, N+
• Networking experience and experience with audio-visual equipment and technologies are an advantage
• May be required to acquire new skills and maintain any required certification from time to time
• Knowledge of system security principles
• Problem solving skills and resourcefulness