Junior Information Technology Support Technician at Digital Solutions Group

The role: 

• To, in collaboration with the IT Team, ensure effective and efficient support and administration of all IT related systems, platform, functions, processes and activities across all functional areas of the organization with a focus on the DSG secondary location.
• The Information Technology Support Technician is responsible for first level support and maintenance of enterprise server and workstation hardware, software and networking, which includes managing Windows and Linux environments. DSG supports a multiplatform environment with the required skill to provide highlevel technical and administrative support in a 24x7 environment. This role requires being available to perform maintenance and support during nonbusiness hours and weekends when required.

KEY JOB DUTIES AND TASKS

 Information Technology

• To Monitor and Support end users onsite and remotely to ensure availability and access to critical network resources. Assist in the deployment, monitoring, maintenance, development, upgrade, and support of all current and future IT systems and platforms including servers, desktop & laptop computers, printers, routers, switches, firewalls, software deployment, security updates and patches, websites, operating systems, databases, telephones, software applications, and peripherals, VPN gateways, wireless networks, networking, CCTV and antivirus.

The incumbent’s performance will be measured against the following Key Performance indicators: 

• Support LANs, WANs, network segments including wireless, Internet, and intranet systems.
• Maintain system efficiency.
• Troubleshoot problems reported by users.
• Maintain network and system security.
• Analyze, isolate and resolve issues across IT Infrastructure.
• Monitor networks to ensure security and availability to specific users. Evaluate system's performance.
• Maintain integrity of the network, server deployment, and security.
• Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations.
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.
• Assist with scheduled upgrades and security backups of hardware and software systems;
• Providing secure access to the network for remote users;
• Monitor log files of servers in order to take preventive steps

 Governance

The incumbent’s performance will be measured against the following Key Performance indicators:

• Follow and maintain security standards, procedures, and guidelines for multiple platforms.
•  Adhere to standard operating procedures and best practices, including updating written protocols and guidance to IT staff and to endusers.
•  Ensure the creation of written documentation, including system and user manuals, license agreements, and documentation of modifications and upgrades which is to be submitted to the IT Manager for approval.
•  Adhere to and enforce IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
•  Provide weekly reports to the IT manager
•  Provide daily high/lows to the IT manager

 Ticket, Vendor and Disaster Recovery Management 

• The incumbent’s performance will be measured against the following Key Performance indicators:
•  95% ticket / case closure rate monthly.

Accountability

• Servicing the daytoday technical support requirements of the organization, clients, partners and vendors through the Support helpdesk. This position will be subject to the IT Managers control.

Other role specific requirements

• The following specific skills and requirements exist for this position including an understanding of:
•  IT security and privacy technologies.
•  Technologies and best practices.
•  IT delivery architecture and best practices.
•  IT Customer Experience (CX) technologies.

Experience

• A minimum of 3 years of experience in IT Support, a majority of which should include enterprise and organisation information technology management, with experience in:
•  Enterprise Server and workstation support and maintenance
•  Strong background in delivering successful outcomes through third party relationships and/or vendors in all areas including service provision and delivery.
•  Concise and accurate communication skills (written, verbal and presentation).
•  Strong history of resolving first line support issues with a first contact resolution trend

Skills

•  Windows Server Certified /with proven experience
•  Virtualization experience
•  Storage infrastructure principles knowledge
•  Working knowledge and experience with data and voice infrastructure
•  Technical knowledge of the relevant networks, PBX infrastructure and desktop discipline(s)
•  Networking, routing, WAN, VLAN and VPN’s experience
•  Windows and Linux Firewall technologies
•  Apple/Mac, Linux and Unix qualification and experience
•  Asterisk, FreePBX and QueueMetrics qualification and experience
•  Excellent organisational skills
•  Excellent analytical and problem solving skills
•  Understanding of complex information and requirements
•  Good prioritization skills and be flexible enough to adapt plans
•  Ability to explain complex systems in simple terms
•  An ability to work to tight deadlines and within constraints

COMPETENCIES

•  Ability to adapt to changing circumstances
•  Take ownership
•  Selfmotivated
•  Team Player
•  Work independently
•  Excellent verbal and written communication ability
•  Strong organizational and time management ability
•  Excellent problemsolving, analytical and evaluative ability