IT Assistant at TBWA\ South Africa

Description

System Support:

•  Configuring and setting up new computer equipment – install and distribute hardware and software
• Diagnosing and providing end-user support for any hardware (i.e. Printers, desktops, laptops, etc.) and software faults within the computer and network systems
• Work within the parameters of the Group’s predefined Hardware/Software standards
•  Escalate unresolved or complex incidents to the appropriate teams
•  Ticket and SLA management on the relevant ITSM (IT Service Management) tool
• Troubleshoot to identify and resolve problems in a timely manner
•  Provide effective feedback to stakeholders - both written and verbal communication.
• Continuously look at improving service delivery through proactive monitoring and alerting
• Demonstrate the capacity to put people at ease and build sound relationships based on mutual trust and openness. IT Security:
•  Support the IT Security controls, standards and best practice as defined by Group IT
• Provide education to users to bring about an understanding of IT security risks
•  Support IT facilities (access control and environmental conditions) Asset control:
• Maintain inventory of hardware and software assets by ensuring the correct process is followed by users on the movement of assets when replacing or troubleshooting equipment

Knowledge and skills requirements  

• Knowledge of Microsoft Office 365 software support
• Knowledge of networking concepts and protocols (e.g. TCP/IP, DHCP)
• Basic knowledge of AD and group policies
• Basic understanding of security protocols and best practices
•  Experience working with different operating systems including Windows and Mac OS will be very advantageous
•  Troubleshooting and hardware setup skills
•  Time management skills and the ability to establish reasonable and attainable deadlines for resolution.
•  Individual must be energetic and highly motivated
• Good interpersonal and communication skills
• Self-motivated, self-starter and a team player
•  Good problem-solving skills
• Basic Knowledge

Requirements

Education and Experience

• IT Diploma/Degree or related qualification
•  A+ and N+ certified will be highly beneficial
• 1-3 years’ experience in an IT support role
•  Technical / Computer skills
• Computer literacy – Microsoft Suite of Products
• Windows 10, Windows (beneficial), Mac OS
• Required to be on standby as per prior arrangement
• May be required to work outside of normal working hours
•  Valid driver’s license and own vehicle essential
•  Office position, remote work not possible