IT Support Specialist at Rectron South Africa

Job Description

• The main purpose of this position is to execute directives as set by the IT Manager to ensure the streamlined operation of the IT Department in alignment with the business objectives of the organisation.

Output and Responsibilities.

• Provide a high quality, professional and responsive support service to approximately 350 internal users across the business on a range of different technologies
• Assist new users with IT equipment as and when necessary as part of the induction process as well as upgrading and assisting existing personnel with IT upgrades and needs as per the business strategy
• Ensure that users can complete their jobs using the available technology
• Maintain all internal and backend systems and to provide a seamless service to users
• Manage communications throughout the business i.e. Telecommunication, E-Mail, Skype for Business, Teams etc
• Upkeep & Management of Cisco Call Manager, Cisco Unified Business Attendant Admin, Cisco Routers & switches with the help from the service provider if needed
• Provide technical support and maintenance to Rectron staff as per ticket logged
• Manage backup systems. This aspect of the job includes maintaining, backing up and securing databases, as well as restoring files as needed
• Setting up new users on all system required
• Manage the backend of the Access Control system
• Maintain and upkeep of the company’s web conferencing system
• Escalate problematic issues to the IT Manager
• Assist with other job-related duties when required
• General IT admin and housekeeping
• Places hardware into production by establishing connections; entering necessary commands
• Maximizes use of hardware and software by interpreting instructions and answering questions
• Maintain system capability by testing computer components
• Maintain historical records by documenting hardware and software changes and revisions
• General maintenance and updates on both Physical and Virtual Servers for all branches and Data Centre
• Setup, management, and maintenance of IT-related equipment
• Provide input and recommendations to the organization surrounding hardware and software technologies and how these technologies can assist the business being especially proactive with new technologies
• Support front counter technicians with IT related queries from customers
• Maintain information architectures (data, application and network) ensuring the system is on-line daily
• Maintain hardware and software maintenance agreements to ensure integrity of operations processes
• After hours remote assistance for users at the Rectron office

Fixed Assets.

• Request the ordering of fixed assets approved by the IT Manager or CFO. A clear description of the use of the fixed asset must be present on the request form before the request form is send to Business Admin for completion
• Quarterly audit of all fixed assets (Hardware & Software) ordered by request from the IT department

Communication. 

• Ensure that all support tickets are responded to within 15 minutes from the time received
• Proactively communicate status updates to users via the ticket number logged, especially in times where there might be a delay in operations
• Communicate any down time affecting the Business with the relevant people or departments if down time exceeds 5 minutes

Knowledge.

• Ensure that you stay up to date with knowledge on possible network related threats and malicious activities that might affect the Business internally and externally
• Ensure that you stay up to date with knowledge on the latest products and services available from Microsoft

Core Competencies. 

• The candidate must possess the following capabilities

Effective Communication

• Clear, professional communication
• Getting back to customers timeously
• Teamwork
• Communicating complex concepts to a general audience.

Organisation. 

• Time management
• Prioritising of tasks and tickets
• Planning and organising 

Problem Solving. 

• Listening to and effectively analyse problems as they arise.
• Proactively find solutions to problems using all available resources
• Knowing when to ask for help either from internal or external resources

Skills & Competencies (General Job Knowledge and, Skill Sets). 

• Strong electronics background
• Attention to detail
• Problem Solving
• Understanding of gross technical problems
• Strong ability to work according to a timeline and schedule
• Ability to work under pressure
• Well-disciplined individual

Key Performance indicators. 
Key Result Areas and Key Performance Indicators 

Reporting. 

• Report to be submitted each Monday, before COB
• Report contents: Any major issues that happened in the previous week
• Status update on open tickets from the previous week
• Issues that occur frequently, with your suggestion on how we can fix the problem
• Maintain a list of all fixed assets orders requested
• Common problem reporting from branches

Turn Around Time. 

• Accurate and timeous ticket solving – all tickets must be attended to on the same day as they are received
• A ticket received after 16:45 hat was left unsolved, should be handled as a priority ticket on the following working day

Operations. 

• Regular backup & restore schedules
• General IT admin and housekeeping
• Setup, management, and maintenance of IT-related equipment
• Fixed asset management

Accountabilities. 

• Adhere to high level standards of service at Rectron
• Communicate problems or inability to meet requirements to management
• Complete all allocated training 

Education/Qualifications, Skills and Experience.
Education/Qualification.

• Matric and Electronics course (preferably NTC certificate or National technical diploma)
• Program certifications such as, Cisco and Microsoft Windows
• Hardware and software certification such as, A+, N+ and Server+ 

Experience (required for the job). 

• At least 4 years’ experience working in an IT Department
• Experience with technical writing for documentation or instruction

Core Skills.

• Having a working knowledge of common information technologies and systems
• Managing multiple projects simultaneously while maintaining high customer service standards
• Troubleshooting common IT problems

Training.
Mandatory.

• MCSA: Office 365
• MCP certification

Recommended. 

• CCNA
• MCSA: Windows Server 2012/2016
• Microsoft Azure certification