Senior IT Technician at Macmillan Education

Purpose of the Job:

Macmillan Education  South Africa is seeking to appoint an experienced professional to the position of Senior IT Technician. As the Senior IT Technician, you will be responsible for providing technical support, troubleshooting complex issues, and managing the Southern African IT infrastructure (Hardware, Software and Network). You will play a vital role in ensuring the efficient operation of our organization's IT systems, maintaining high levels of productivity, and delivering exceptional customer service.

Requirements:

• A minimum of 5 years of experience in IT support roles, with at least 2 years in a senior or leadership position.
• Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., MCSA or MCSE) are highly desirable.
• Technical skills: Proficient in troubleshooting hardware, software, and network issues. Strong knowledge of operating systems, hardware components, and enterprise-level applications. Experience with cloud computing, virtualization, and network security is highly valued.
• Proven ability to work in a team, delegate tasks, and manage priorities effectively. Excellent communication and interpersonal skills to collaborate with team members and stakeholders.
• Strong analytical and problem-solving skills to identify and resolve complex IT issues.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and technologies.
• Detail-oriented and able to multitask, prioritize tasks, and meet deadlines.
• Maintain confidentiality, integrity, and ethical conduct in handling sensitive information and interactions with users.

Key Responsibilities:

• Provide technical support: Offer expert-level technical assistance to end-users, both remotely and on-site, resolving complex hardware and software issues promptly and effectively.
• Troubleshoot and resolve complex issues: Investigate and diagnose escalated IT issues, analyze root causes, and implement appropriate solutions in a timely manner.
• IT infrastructure management: Oversee the installation, configuration, and maintenance of hardware, software, and network systems, ensuring optimal performance, security, and availability.
• Coordinate IT projects: Plan and execute IT projects, including system upgrades, migrations, and implementations, while ensuring minimal disruption to business operations.
• To administer the Help Desk program within the SLA requirements.
• Ensure compliance with industry standards and regulations by following IT policies, procedures, and best practices.
• To administer the inventory and asset register database.
• Perform system maintenance: Regularly perform system backups, patch management, and software updates to maintain system integrity and security.
• Conduct technology assessments: Evaluate new technologies, tools, and applications to determine their suitability and potential benefits for the organization.
• Maintain documentation: Keep accurate records of IT inventory, software licenses, user manuals, and technical documentation to facilitate knowledge sharing and troubleshooting.
• Stay updated on industry trends: Continuously expand your knowledge and stay informed about emerging technologies, trends, and best practices in the IT field.
• Travel to the Southern African countries for onsite support when required and provide remote support.
• Work together with the global IT teams to resolve problems when required.

Closing date: 26 June 2023