ICT Service Technician at AVBOB South Africa

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• Install new end user devices, printers and switches, network equipment and configure systems according to business requirements.
• Perform installation, configuration, maintenance and troubleshooting of end user hardware, software, and peripheral devices.
• Troubleshoot hardware and software issues and be responsible for testing, repairing, and replacing damaged hardware.
• Upgrading the entire system to enable compatible software on all computers and perform tests and evaluations of new software and hardware.
• Ensure security and privacy of networks and computer systems across end user devices.
• Providing support to users and being the sole point of contact for error resolving and reporting.
• Administer and maintain end user accounts, permissions and access rights and administer all equipment, hardware, and software updates.
• Assist the Team Lead: ICT Service Technician with technical documentation and departmental Standard Operating Procedure for Infrastructure
• Provide input with drawing up procedural documentation as well as technical reports.
• Respond to hardware problems, updating system software as well as tracking data and communication used on networks.
• Respond to complex daily inbound support tickets and solve these problems by using standard operating procedures.
• Direct telephonic or face-to-face support to end-users to resolve any IT related issues.
• Work with the 1st line service desk agents to service more complex and integrated incidents and requests and give 2nd line updates on progress and technical solutions.
• Install and configure 3rd party software packages for end-user devices.
• Configure and support user e-mail accounts and Microsoft Outlook M365 and other related M365 suite products
• Ensure AVBOB approved anti-virus installation & updates are distributed to all AVBOB end user devices
• Work with 3rd  level administrators and ensure that all end user workstations are up to date with security patches monthly.
• Ensure AVBOB security principle applies on all end point devices and report anomalies to 3rd line specialists. MFA, Encryption
• Support the AVBOB approved end point communication and video conferencing solution:
• Microsoft Teams on user devices.

Requirements

• Matric
• N+ and A+
• ITIL certification
• Hold at least one tertiary IT diploma or Microsoft industry certification (MCP, MCSE, MCSA or other)
• Working towards one of the Microsoft end point configuration management certifications: MD-100 and MD-101or MD-102 or similar, Microsoft MCSE or other M365 certifications
• Valid Driver’s license
• Minimum of three years of experience in computer networks and systems maintenance
• Experience of managing multiple Microsoft platforms including M365, Exchange Online
• Solid experiencing with networking technologies like LAN, WAN, VPN, APN, DNS, DHCP
• Extensive experience and knowledge in IT networking 

Technical and Behavioural Competencies

• Must have a high level of comfort working in a rapidly changing, fast-paced start-up environment.
• Highly motivated, experienced, resourceful and efficient with a “Can Do” customer centric attitude
• Extensive knowledge of relevant operating systems and software.
• Telephonic / Video /Face-to-face call communication skills when assisting customers and troubleshooting
• Assisting internal and external users with hardware and software issues
• Attending internal and External meetings
• A good understanding of Security and Data Protection Act