ICT Service Technician (Centurion) at AVBOB South Africa

Description

• We are looking for a technically skilled candidate with above average troubleshooting skills and 3 years and above working experience in an IT support/service role. You will be the reference point for all IT-related queries. 
• You will be required to have a good understanding of the Microsoft M365 product family, Windows Installation, 3dr party software applications.   You should have strong interpersonal and communication skills with the ability to assess and clearly communicate technical and project risks.
• This position will under the leadership of the ICT Service Support Lead, diagnose, repair, and maintain hardware and software components to ensure the smooth running of computer systems. The responsibilities include installing and configuring computer hardware and being the strong point of contact for IT Infrastructure service support within the company. One of your key objective will be to ensure compliance of the AVBOB endpoint environment.
• You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

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