Systems & IT Support Technician at hearX Group

Job Purpose:

• To assist with maintaining and supporting the IT and CRM systems for the company and ensure optimal functioning of such services, with appropriate maintenance and data analytics on performance and use. Provide internal technical support and occasional client-facing support as well.

Minimum education (essential):

• Matric

Minimum education (desirable):

• A+ or equivalent technical qualification 
• N+ or equivalent technical qualification 
• MCSE, or similar

Minimum applicable experience (years):

• 1 - 3 years

Required nature of experience:

• Setup, configuration and troubleshooting of desktop/notebook hardware and software
• Supporting standard end user applications
• Supporting printers and print services
• Working knowledge of network services (i.e. DNS, SMTP, DHCP, etc.)
• Cloud Service Support
• Ability to perform basic repairs on laptops, desktops and some peripherals

Skills and Knowledge (essential):

• Microsoft Windows 7, 8, 10
• Microsoft Office 2010 - 2016, 365
• Mac OS
• Remote Desktop Support
• Networking diagnostics
• Wired and Wireless Networking
• Printer Troubleshooting
• Gmail and GSuite support

Skills and Knowledge (desirable):

• Salesforce administration 
• Data Analytics setup and interpretation

Essential Competencies:

• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Following Procedures
• Managing Tasks
• Upholding Standards
• Producing Output
• Taking Action

Important Competencies:

• Providing Insights
• Establishing Rapport
• Conveying Self-Confidence
• Showing Composure
• Thinking Positively 
• Embracing Change
• Inviting Feedback
• Understanding People
• Valuing Individuals
• Meeting Timescales
• Checking Things
• Pursuing Goals

IT Administration 45%

• Maintain records of software licenses and assets.
• Assign software licenses and manage access. 
• Manage stock of equipment, consumables and other supplies.
• Manage HH CCTV, ensuring on-time and accurate functioning and managing requests for footage.
• Monitor compliance with IT processes and rules.
• Assist with onboarding and offboarding employees. 
• Manage GSuite and email related support / setups.
• Manage Slack subscriptions and access.
• Report on system performance and use.
• Manage and maintain the VOIP phones and system.
• Manage Twilio instance and analytics.

Salesforce Administration 15%

• Manage Salesforce licenses (including supplier liaison).
• Assign and manage licenses internally. 
• Manage User setup and configuration.
• Manage User permissions.
• Manage Salesforce Admin setup and configuration. 
• Document Of Salesforce setup processes.
• Troubleshoot system and help log and fix errors. 
• Offer on-site support to users.
• Setup and maintenance of TV’s in the Hearing Hub with relevant, real-time analytics.

Desktop and Hardware Support 20%

• Install, maintain, and configure required software.
• Act on IT support tickets and requests from employees, escalating for approval as required..
• Plan and undertake scheduled maintenance and keep maintenance records. 
• Assist with audio-visual requirements for meetings. 
• Repair equipment and replace parts.
• Request quotes from suppliers.
• Configure and maintain printers.
• Keep Hearing Hub PC’s updated: new passwords and software updates every month.
• Enforce and monitor HIPAA and GDPR compliance on desktops. 
• Manage work files and change logs for traceability

Network Administration 15%

• Maintain internal networks.
• Plan network requirements.
• Manage internet connectivity and speed.
• Manage internet access, routers, maintenance 
• Manage user access.
• Maintain network hardware.
• Manage accounts and supplier relationships. 
• Perform upgrades and maintenance on systems.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.
• Ensure that all Cyber Security related processes are adhered to.