ICT Systems Administrator at Cape Town International Convention Centre

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