Career Opportunities at Maskew Miller Learning

    
Purpose 

• To provide the overall support and operation of the live platforms data, voice and video networks in offices, and data centers that are within the scope of Technology Operations. This includes the associated capacity management and future direction of the associated infrastructure. 

Key Responsibilities  

• End User support and associated second- and third-line incident and problem management. 
• Problem and Incident resolution working with both internal and 3rd party teams 
• 3rd Line Vmware troubleshooting and Support 
• Connectivity infrastructure including network (WAN, MAN & LAN) (Cisco) and telephony platforms. 
• Environment management to support project activities. 
• Compliance of infrastructure with appropriate enterprise standards.  
• Defined maintenance schedules are undertaken to schedule and process to ensure the platform continues to be optimized, operating and available. 
• 3rd Line Server Support (Microsoft and Linux)  
• DR and operational business continuity plans/processes are maintained. 
• Network security mechanisms are maintained. 
• Issues escalated are resolved in a timely manner and support for structured root cause analysis is provided. 
• Reporting on Operational metrics is run to schedule and results tracked and trended as required. 
• Support in identifying opportunities for ongoing operational improvement across both key performance metrics and operation process automation/improvement. 
• Support in Vendor service reviews through the provision of performance data the identification of opportunities for service improvement or cost reduction. 
• Ensure all additions/changes for platforms under their control are fully authorized and undertaken in line with formal change procedures 
• Maintaining excellent visibility of industry wide trends and emerging technologies/ vendors to remain aware of industry trends and potential improvement opportunities.  
• Build of communications platforms where needed, including: 
• Office and Data Centre data LAN, WLAN and WAN
• Voice system management (PBX and Contact Centre platforms)
• Audio and video conferencing
• Network security - firewall, UTM, IPS/IDS, DDOS o Active Directory, ADFS, 
• DNS and DHCP 
• Provision & maintenance of Remote access solutions (User and 3rd party VPN connectivity)  
• Functional Competencies
• Knowledge of data and voice technologies and trends 
• Grounding in Network security principles 
• Knowledge of latest trends in Operational best practice. 
• Clear thinker with proven ability to work with complexity and ambiguity 
• The resilience and stamina to sustain high performance standards under pressure 
• Good communication skills 
• Sound analytical and problem-solving skills 
• Team-player

Experience   

• Sound operational support of business-critical communications infrastructure. 
• Experience within an environment where continuous improvement has resulted in the reduction of operational unit cost and improvement of operational performance within a multi technology Operational environment. 
• Experience of implementing and operating communications technology within an ITIL framework. 
• Good technical knowledge of communications network architectures and technologies. 

Qualifications 

• Relevant IT secondary and/or tertiary qualification or a Vocational qualification in telecommunications / electronics / engineering
• ITIL experience an advantage
• VMware experience an advantage
• Server Certification 
• Cisco Certification

Other 

• Able to travel regularly, frequent travel throughout South Africa. Weekend and night-time working may be required in order to resolve incidents and carry out changes out-of-hours. 

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Main purpose

• To provide a first class support service to the Maskew Miller Learning business with respect to the devices in use in the day-to-day operation. The End User support team is service driven and will provide IT solutions that are device agnostic in line with Pearson Technology’s technical strategy.   

Key responsibilities

• Fixing bugs by applying updates, upgrades and software patches 
• Diagnose and find out faulty peripherals 
• Coordinate with vendors to get faulty peripherals replaced 
• Maintaining and fixing any error, failure or damage to the Desktop, laptop, server and mobile devices 
• Managing windows, Linux, server operating systems. 
• Monitor the security system (anti-virus, network, etc.). 
• Provide basic network support.  
• Knowledge and experience about Cisco network environment. 
• Knowledge and experience working in a VMware environment. 
• Providing advisory consultation related to infrastructure whenever it's required. 
• Manage Daily backup activities if required. 
• Responsible for providing onsite and remote support to users. 
• Install new devices (laptops/desktops) 

Competencies

• Proven troubleshooting skills with hardware and software technologies
• Good interpersonal and communication skills. 
• Fluent in spoken and written English. 
• Ability to provide input into the evaluation of new products. 
• Documentation of procedures. 
• Strong organizational and time management skill. 
• Customer and service delivery focused. 
• Must be able to foster co-operation and teamwork to achieve defined objectives. 
• Must have the ability to interact and collaborate effectively with PT colleagues from other teams and with a wide range of stakeholders and business partners. 
• Has a high degree of initiative and self-motivation. 
• Have the resilience and stamina to sustain high performance standards under pressure. 

Experience

• 2 years plus relevant experience

Qualifications

• Relevant IT secondary and/or tertiary qualification  
• Completion of, or progress towards, IT industry certification desirable (ITIL, Microsoft Certified Technology Specialist (MCTS), CompTIA, Windows Server) 
• Qualification or InProgress of Cisco networking will go a long way.