Server Administrator at Dark Fibre Africa

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Operational Agility

• Receive and log calls from users, correctly identify the incident from the list of options that requires resolution and prioritise accordingly
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues and/or specialist
• Work with the IT Infrastructure Specialist to set-up and maintaining the network and servers
• Proactively track server activity for potential issues and improve efficiency by evaluating system network functions
• Perform upgrades of software and maintain virtual and physical servers and the network as per the annual schedule
• Diagnose and fix network issues as quickly as possible within the agreed OLAs/ SLAs
• Ensure the business is notifies of any network or server failures with agreed timelines

 Customer and Business Centricity

• Accurately record, update and document requests using the IT service desk system
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently within agreed OLAs/ SLAs
• Collaborate with team members to create, maintain and publish relevant support documentation to assist staff in the quick resolution of their incidents and service requests to enable users to become more self-sufficient
• Participate in development of client training programs by identifying learning issues; recommending instructional language etc.

 Capability Differentiation

• Conduct research on emerging products, services, protocols and standards in support of the discipline
• Conduct research and contribute to best practices and industry standards in your area of responsibility
• Learn relevant business processes and understand the data and information flows, criticalities and dependencies
• Expand own IT capabilities by obtaining relevant certifications and higher levels with DBS beyond assigned areas of expertise

 Miscellaneous

• Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management

Requirements

Competencies and Minimum Requirements:

 Qualifications and experience

•  An IT-related Diploma is compulsory, but a Degree in computer science or related field would be highly advantageous
• An intermediate to advanced knowledge of MS products
• Professional Certifications:
• CompTIA A+ and N+ Certification - compulsory
• Certified Desktop Support Technician – advantageous
• ITIL Certification would be advantageous (Foundation level)
• 1-3 years working experience in an IT Network Support, preferably in an ICT environment