Junior IT Administrator - IOC at BDO South Africa

Description

Primary Purpose of the Role

The primary objective for the Offshore IT Administrator is to proactively investigate, monitor, analyse and resolve services in accordance with the ICT ITIL Framework and BDO Strategy for the Offshore Division. Adhere and comply with the National ICT service strategy also align with best practise disciplines, governance, ethics, risk standards, policies, and compliance for the firm.

Main Duties and Responsibilities

• Primary focus and Key deliverable to this vacancy is to proactively monitor and  analyse issues pertaining to network connections which include but not limited to latency as well as application experience using BDO monitoring and analytical tools
• Deliver services and support in a pro-active approach to mitigate and or eradicate major incidents from occurring
• Eliminate recurring incidents by displaying a thorough organized and methodical approach to root cause analysis using a dynamic approach
• Apply innovative thought and solutions to drive 99% Application Uptime and user satisfaction to offshore division
• Interpreting live, historical analytics to resolve and prevent Major and Minor Incidents
• Daily Live monitoring and a hunt for work approach to identify problems and anticipate issues before it happens
• Daily investigations using Nexthink and pro-active maintenance on Offshore Department devices using dex scores to improve efficiency
• Remote, office, Teams, and Telephonic support
• Virtual Desktop assistance and Escalation to UK, USA, Belgium, Australia, and New Zealand support desks
• Monthly meeting with offshore firm division department champion and ICT service supervisor for updates and escalations
• Network support for Offshore division (Ping tests, tracerts, azure gateway tests, roundtrip tests, speedtests)
• Provide related service feedback to the management team and leadership – Weekly report- repeat incidents/problem areas/proactive trends for the Offshore division

Requirements

Qualifications, Work Experience, and Knowledge

Qualifications

• A+, ITIL V3
• SDI certificate (beneficial)
• NQF Level 5 IT related Qualification, higher and or equivalent work experience

Work Experience

• Minimum 3years in a Corporate IT team providing end-user support (preferred)
• Monitoring Support or network monitoring support exposure
• QA testing (Beneficial) 

Knowledge

• Level1 troubleshooting anLnd escalation (Must have)
• Office 365 support
• Level 1 network support including home router support where applicable
• Audio and Visual boardroom solutions support
• VDI support (Citrix and AVD)
• Nexthink (Beneficial)
• Exposure to Servicenow ticket management (Beneficial)
• Thousand eyes
• Network Monitoring Tools

Competencies: Technical & Behavioural

Technical Competencies

• Working experience on System Centre Service Manager or similar IT Service Management tools.
• Ability to troubleshoot network issues - LAN Routing and Switching troubleshooting (VLANs, IP Sub netting, DHCP, DNS)
• Basic Mimecast administration
• MS Teams Voice
• Active Directory administration
• Attention to Detail

Behavioural Competencies

• Holistic and Logical Thinking
• Disciplined
• Flexible/Dependable
• Proactive Personality
• Must be a team player
• Methodical