Mid-Level IT Technician Tier II (JB3791) at Kontak Recruitment

Minimum Requirements:

• IT Tertiary qualification and MS Qualification.
• Matric / Grade 12 / National Senior Certificate.
• Degree/Diploma in a relevant field (advantageous).
• MCSE certification (advantageous).
• Minimum 2 years' experience as a Mid-level IT support technician.
• Experience in servicing multiple IT environments within an IT company.
• Strong customer service orientation.
• Proficiency in Microsoft Operating Systems.
• Familiarity with VMWare / Hyper V / Office 365 Servers.
• Knowledge of Networking WAN / LAN and Wireless Backups.
• Advanced troubleshooting skills.
• Ability to perform hardware installations, remote troubleshooting, and remote support.
• Additional certifications such as MCP, MCSE, MCSA, CCNA, CCNP, CISSP, CISM (preferred).

Duties and Responsibilities:

• New Equipment Installation:
• Load new equipment, such as printers, PCs, servers, and mobile phones, based on provided checklists or by creating new ones when needed.
• Ensure accurate software installation according to licensing regulations.
• Communicate progress to stakeholders and oversee the successful handover of equipment.
• Troubleshoot and resolve any issues encountered during equipment installation.
• Follow customer processes and procedures meticulously.

Logged Calls Resolution:

• Regularly review the Call Centre for incoming level 1 and 2 calls.
• Timely resolution of these calls within procedural deadlines.
• Keep tickets updated with work progress.
• Adhere to Service Level Agreement (SLA) requirements.
• Escalate level 3 calls to appropriate technicians and follow up on open calls.
• Maintain clear communication with customers regarding issue resolution and next steps.

IT Maintenance:

• Ensure customer IT environments are up-to-date and follow best governance practices.
• Monitor and manage daily backups, conducting monthly backup restores for verification.
• Properly load machines using provided checklists.
• Maintain the functionality of printers, LAN, and WAN connections.
• Escalate and address issues as needed.
• Manage and maintain communication systems (e.g., mobile phones, telephones) for customers.
• Regularly update and patch customer environments (e.g., Operating System, Antivirus).

Reporting:

• Generate and submit required reports within specified timeframes, including monthly reports, backup reports, and other customer-specific reports.
• Provide timely backup reports when necessary.
• Submit Job Cards as per company guidelines.

General:

• Conduct research to solve complex issues in customer environments.
• Stay updated on new technologies and industry trends, suggesting improvements to the Service Delivery Manager.
• Collaborate with the IT department and assist as required within your skillset.
• Adhere to company policies and procedures.
• Participate in departmental and company meetings and events.
• Keep your skill set current and relevant to evolving customer needs and ICT technologies.