IT Technician - Newlands East at Pedros Flame Grilled Chicken

Job Description

The IT Support Technician plays a pivotal role in maintaining the organization's IT infrastructure and providing exceptional technical assistance to end-users. This role encompasses both 1st and 2nd line support responsibilities, ensuring the efficient operation of IT systems.

Responsibilities and Duties :

Helpdesk Support:

• Provide responsive helpdesk support to end-users, resolving technical issues promptly.
• Utilize and maintain helpdesk tracking software to log and manage customer queries.
• Monitor the Service Desk for assigned tickets and prioritize them based on urgency.
• Escalate complex issues to IT management for timely resolution.
• Assign users and computers to proper groups in Active Directory.
• Perform hardware and software upgrades on workstations as required.
• Ensure all computers comply with company-established parameters.
• Set up new user accounts, profiles, and address password-related issues.
• Provide user training when necessary.
• Undertake IT projects as instructed by IT management.
• Perform additional responsibilities as requested by IT management.
• Onsite, Offsite User Support.

Infrastructure Management:

• Ensure maximum uptime and service delivery of IT infrastructure.
• Diagnose and resolve technical issues, including system, network, and hardware/software faults.
• Configure and optimize the current IT architecture for maximum performance.
• Apply necessary patching, security updates, and antivirus protection.
• Maintain firewall and security controls, adhering to compliance standards (NIST, ISO 27001, PCI).
• Manage Microsoft Group Policy settings and LAN/WAN infrastructure.
• Research and recommend infrastructure upgrades.
• Monitor and adhere to disaster recovery and contingency plans.
• Keep licensing and warranty information up to date and compliant.
• Accurate Inventory of Hardware Management.

Requirements:

• 3 Years experience.
• Microsoft Support Experience
• Valid Drivers Licence
• Diploma in IT or related field (preferred).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional).
• Strong problem-solving and communication skills.
• Experience in IT support, network administration, and Active Directory.
• Proficiency in firewall maintenance and IT infrastructure management.