Job description
Purpose of the job: The post-holder is responsible for providing an excellent level of 3rd line support to the CTICC IT Support Team, giving support to the whole of business in Front and Back-office functions. The role will have oversight of all ICT infrastructure.
ICT Support – All ICT support and event services (Internet and email, firewall, Wi-Fi, mobile, network, printing, security and backup, digital signage, telephony, authentication, server, cyber security)
Reporting to the: Head of ICT
Key responsibilities will include but are not limited to:
To ensure ICT Systems Availability
- Ensure all LAN and WAN services are operational and functioning correctly on all levels i.e. core – routing – firewall – switching/edge – wireless – internet service provider links
- Events gateway/s functional and distributing bandwidth to events
- Ensure all wireless services and infrastructure are operational and functioning correctly
- Responsible for overall systems and infrastructure availability, security, and development of resilient infrastructure to mitigate service interruptions and failures
- Provides administration and support, of both On- Premises and Cloud hosted environments, including Microsoft 365 Enterprise (Azure AD, Group Policies, Mobility), servers, switches, Wi-Fi, firewalls, routers, telephone servers/PABX, systems and infrastructure monitoring and reporting
- Provides VMware virtualised environment administration and support
- Responsible for resolving escalations identified through day-to-day system administration, including management of internal network, VPN,
- Microsoft Active Directory (AD), Microsoft Azure, M365 environments, system backups and disaster recovery
- Monitors business critical processes and systems
- Ensure all telephony services are operational and functioning correctly
- Ensure the availability of support infrastructure for integrated systems
- Ensure all planned and unplanned maintenance takes place
- Monitor the network and systems availability, addressing any issues encountered to ensure service availability
- Provide support as and when required to clients, staff and delegates
- Diagnose and repair faults ensuring timely response and availability of services
- Install or deploy solutions to difficult or complex faults encountered
- Mentor staff and disseminate technical skills supporting the succession planning strategy
- Administer the network and server applications and infrastructure
- Provide end user support finding solutions to complex and or challenging faults or failures
- Compilation and submission of reports as required
- Ensure disaster recovery onsite and offsite replication is operational
- Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner
Project Management
- Project coordination/management
- Compile specifications and requirements
- Works with End-Users and Clients to develop solutions to meet service requirements
- Engage in delivery of related projects
- Ensures projects are given sufficient focus ensuring system availability
- Project manages delivery of services to events as and when required
- Works closely with the IT Service Desk and other Specialists to ensure a timely, robust and comprehensive service transition process
- Research, design, plan, document and implement upgrades or changes to ICT infrastructure and services
- Develop and lead the project programs for infrastructure improvement and at end-of-life replacement
Contract and Service Provider Management
- Ensure quality of services being delivered by service providers
- Ensure quotations received by service providers are in line with expectation and industry
- Ensure service provider costs are within the planned budget for works required
- Responsible for ensuring the oversight of contractors executing any works within the venue
- Test works performed or services delivered by third parties to ensure systems availability
- Oversee support contracts for other integrated systems required by the business
ICT Governance
- Ensure compliance with ICT governance controls, providing specialist support where necessary
- Participates in the disaster recovery testing process
- Addresses technical faults pertaining to any systems which support the control framework for example, anti-virus, windows updates, backups, restores, change controls
- Ensure that systems are adequately documented, and disaster recovery documentation is available
- Provides ITIL Service disciplines, covering Incident, Problem and Change Management
Administration
- Ensure an up-to-date network and system diagrams are available at all times
- Responsible for the specification, installations, configurations, support and documentation of new and existing services, systems, servers and network infrastructure
- Source quotations and comparative quotations
- Place orders for services as required
Job requirements
Minimum qualifications:
- Matric Certificate or equivalent
- Driver’s License (own transport)
- Degree/Diploma in IT or related (NQF Level 6) would be advantageous
- IT Certifications i.e. Microsoft Server (2016 and/or 2019/2022), Microsoft 365 Enterprise Administrator and/or Security Administrator, MCSE Core Infrastructure, Microsoft Exchange Server 2016, Microsoft SQL Server 2017 and/or 2019/2022, ITIL, Prince2 foundation certified, Cisco CCNA, VMware or similar to those listed above
- Those without a suitable qualification could supplement their education with a certificate program, individual courses or directly relevant experience that provide the necessary IT industry knowledge required
Experience:
- A minimum of 5 years’ experience managing a similarly sized environments i.e. 300 computers, physical servers, virtual servers, switches, enterprise grade routers and firewalls
- 3 years of appropriate project experience in delivery of IT and or Integrated Systems, in both On-Prem and Cloud hosted environments, in a medium size organisation
- A minimum of 3 years’ experience in administering a Microsoft 365 Enterprise and Cloud hosted environments
- A minimum of 3 years’ experience in administering Microsoft Exchange Server 2016 or later
- Deep understanding of server & desktop hardware/operating systems, networks, firewalls, security and load balancers, telecoms, etc.
- Experience of working with 3rd party service providers
- A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies
Skills and attributes:
- A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies
- Proactive team player
- A very strong customer orientated approach with a delivery bias
- Resource/effort appropriately
- In-depth knowledge of Microsoft 365 Enterprise environment, Microsoft Windows Server, Active Directory (Design, Security and Administration), Messaging (MS Exchange, Archiving, Mimecast)
- In depth knowledge of Networking technologies and concepts.
- Excellent understanding of VMWare.
- Excellent understanding of IT security and Data protection, Cloud and mobile technology, PowerShell scripting
- Exposure to MS SharePoint
- Strong interpersonal skills, able to communicate across a broad spectrum of users
- Excellent oral, written and presentation communication skills
- Ability to manage through organizational change
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