Junior IT Support Specialist at Old Mutual

Job Description

• The Junior IT Support Specialist is responsible for providing technical support to ensure the smooth operation of production applications and infrastructure. This includes offering 24/7 standby support for first-line troubleshooting and resolving issues in a timely manner to maintain optimal user performance. 
• The role involves diagnosing technical problems, implementing temporary fixes, providing expert advice to the business, and proactively monitoring the production environment to prevent disruptions. The specialist is individually accountable for achieving outcomes through their own efforts while contributing to the overall stability and efficiency of IT operations.

KEY RESULT AREAS

• Supports the running of user applications.
• Provides access based on security processes for access management. 
• Provides first-line support for user applications and end user devices.
• Joiner, Mover and Leaver process for user access and device management. 
• Set up and configure new devices for end users, including computers, mobile devices, and peripherals, and ensure they are properly documented in the asset management system.
• End User Device Management and policy compliance. 
• Creates temporary fixes within systems to achieve Service Level Agreements.
• Provides technical advice and consultation to the users.
• Acquires and applies knowledge of business processes, procedures, policies and practices.
• Communicates effectively regarding support related activities.
• Participates in software and/or hardware upgrades, maintenance and patching.
• Pro-actively monitors the production environment for user issues.
• Keep an up-to-date record of all IT assets, including hardware, software licenses, and digital assets, in the asset management system
• Ensure all physical assets are tagged and properly labeled for easy identification and tracking within the organization.

ROLE REQUIREMENTS

• Bachelor’s degree in Information Technology, Business, or a related field (preferred).
• Experience in support reporting, support management, or a related role.
• Proven experience in a technical support or production support role.
• Knowledge of business processes and experience in systems handover processes.
• Strong communication skills, both written and verbal.
• Ability to create temporary fixes within systems to meet Service Level Agreements (SLAs).
• Experience in providing technical advice and consultation to the business.
• Experience participating in software and/or hardware upgrades.
• Ability to work effectively under pressure and provide solutions in a fast-paced environment.
• Proactive monitoring of the production environment to ensure system stability and performance.