IT Onsite Support Technician - All Anova Offices - Johannesburg at Anova Health Institute

The successful incumbent will be responsible for performing onsite hardware, software and peripheral updates and repairs in an organisation.  Responsible for troubleshooting and repairs of computer systems and peripheral equipment located throughout the organisation. May include LAN installations, upgrades and repairs. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed. 

Key duties and responsibilities: 

ICT Infrastructure Management/Support

• Be a key member of the IT leadership team at the site.
• Able to secure Infrastructure operations for the site: +-300 users.
• Monitor routine system monitoring and application of system updates or patches.
• Monitor all infrastructure-related tasks and IT Security and Network Operations.
• Monitoring of daily backups
• Monitoring of the network & servers (e.g. Switches, Firewalls)
• He / She will also collaborate frequently with third-party vendors.
• Configure, Install, Monitor and Support the Local Area Networks, including troubleshooting all IP traffic from each endpoint.
• Install, Configure, Test and Update Operating Systems, Firmware and related enterprise-class software and monitoring systems for all wireless networking-related systems.
• Perform defined processes and practices to manage systems, software, and networks to ensure consistent and reliable operation to meet the business needs.
• Diagnose, troubleshoot, and resolve system issues and/or respond to outages.
• Maintain the reliability of systems and networks by monitoring, running tests, and troubleshooting.
• Test and perform upgrades and patches to installed operating systems and software.
• Monitor backups and plans for installed systems.
• Maintain familiarity with recovery plans for every critical function.
• Install, configure, maintain, upgrade, and support systems, networks, and software.
• Monitor, maintain, and execute automation processes and procedures. 

IT End-User/Helpdesk Support

• Efficient and effective logging and allocating incoming calls and assisting Engineers/involved parties in ensuring all calls are attended to and closed.
• Ensure all calls are logged within the ITSM tool per the required operational processes.
• Assist team with work overload as and when required and ensure general administration work is up to date.
• Ensure a high level of customer liaison is always maintained and interaction is conducted in a highly professional manner.
• Follow appropriate escalation procedures as and when required. 

Stakeholder Management

• Able to communicate complex technical concepts to business leads.
• Actively participates in business and IT team discussions, bringing in best practices to and from site.
• Work closely with the Information Security Manager to ensure the organization’s IT Policies & Procedures are implemented.
• Strong communication skills among IT, digital and business stakeholders. 

Any other tasks as agreed with line manager.

Minimum qualifications and experience:

• Matric
• Diploma In Information Technology,
• Bachelor's degree in computer science, information science, or similar, would be an added advantage.
• Certified CompTIA, Microsoft, or Cisco network professional preferred.
• A minimum of two years of experience in a similar role.
• Windows Servers Administrators
• Cloud Computing (e.g., Azure; AWS)
• IT Security Platforms
• Microsoft Products (e.g. MS SharePoint, O365, OneDrive, MS Teams, Intune)
• Active Directory; PC & Server Virtualization.
• Extensive knowledge of network connectivity, technologies, protocols, and security.
• Willingness to visit client locations.
• Availability to perform network repairs outside of business hours.
• Driver license is essential. 

Skills, competencies, and attributes:

• Customer Service Focused (Drive customer satisfaction)
• Good administrative and organisational skills
• Ability to prioritize and multi-task.
• Good command of English (verbal and written)
• Good communication skills (verbal and written)
• Ability to work well in a fast-paced team environment.
• Independent thinker with a strong sense of urgency.
• Exceptional analytical and problem-solving skills.
• Great organizational and time management skills