Job Opportunities at Adams & Adams

Description

This position is responsible for ensuring an outstanding level of customer service by providing direct IT support to staff and partners in the firm and by managing the Help Desk and managing the technical support staff. Responsible for leading the Helpdesk in engaging in proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the firm.

Duties and Responsibilities

• Manage the Helpdesk support staff by defining and establishing schedules,   setting priorities, providing support/direction and dealing with administrative issues as needed
• Gather and analyze metrics to benchmark the Helpdesk workload/performance and identify trends in call center issues
• Work within the firm community to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
• Train Helpdesk staff on operational procedures and troubleshooting techniques
• Provide training on new hardware and/or software applications
• Helpdesk Support for up to 700 users. Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all staff, both in person and via the phone.
• Analyze and identify trends in issue reporting and devising preventative solutions
• Offer suggestions for process improvements and develop the new procedures
• Virus/ Spyware Removal/Detection
• Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting
• Troubleshoot, setup and repair mobile technologies
• Document and maintain a knowledge base of all general support issues and processes and procedures
• Ensure shared learning within the Helpdesk team
• Manage and control firm assets

Requirements

Skills and knowledge

• Excellent written and verbal communication skills. Experience in dealing with difficult interpersonal situations regarding support issues
• Analytical thought process
• Must have the ability to escalate all problems to the Infrastructure Manager or higher if a solution cannot be found
• Ability to use, teach & troubleshoot Microsoft 7 operating systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word) and Microsoft Publisher

 Qualification/s

• Matric/Grade 12
• Project Management and Management qualifications preferred
• Minimum 5 years progressive experience installing and supporting all of the following: Windows 7, Active Directory, Microsoft Office, PC deployment, Antivirus management, Remote User Networking, VPN, TCP/IP troubleshooting, staff management and budget assignment
• Experience and training in ITIL, MCSE, A+, N+

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Description

The Senior IT Technician is responsible for installing and maintaining computer hardware, software, mobile phones, tablets, and networks. Supporting the staff with their general technology requirements and ensuring the smooth and efficient functioning of the audiovisual facilities as well as the security and access control systems.

Duties and Responsibilities

Ensure technology is accessible and equipped with current hardware and software

• Troubleshoot and install laptop and desktop hardware, software and operating systems
• Troubleshoot and install mobile phones and tablets
• Provide orientation to new users of existing technology
• Train staff about potential uses of existing technology
• Provide recommendations about accessing information and support
• Maintain current and accurate inventory of technology hardware, software and resources and ensure that installation checklist is current

Monitor and maintain technology to ensure maximum access

• Provide network access to all staff and guests
• Install and maintain workstations
• Provide network accounts and passwords as required
• Monitor and maintain security of desktop technology
• Advise staff of security breach and/or change in password or security status
• Identify and prepare hardware for disposal when appropriate
• Ensure hardware is stripped and secured before disposal
• Setup and support of client meeting rooms

Requirements

Skills and knowledge

The incumbent must have proficient knowledge in the following areas:

• Computer hardware and software systems and programs
• Basic understanding of standard IT protocols including DNS, DHCP, SMPT, VPN’s, subnetting
• Basic network administration and network installation
• General IT troubleshooting skills
• Anti viruses and security applications
• Office 365 installation, troubleshooting and support
• An efficient communicator written and verbal
• Ability to analyse and solve problems and make decisions
• Work effectively in a team
• Excellent time management skills
• Knowledge of Apple and Android operating systems
• Helpdesk systems – Incident and Problem management process

 Qualification/s

• COMPTIA / A+ / N+
• MCSE / MCSA / MCP or other MS course
• ITIL v3 or v4 Foundation
• IT Diploma or degree
• 3-5 years’ experience in a Senior IT support role

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Description

The Senior IT Infrastructure Engineer is responsible to manage the design, operation, implementation and maintenance of IT infrastructure services including, but not limited to, networks and telecommunications, systems and data centres with the aim to deliver the required levels of services and a stable and secure IT infrastructure in alignment with the firm’s needs. This individual will plan, coordinate, direct, and design IT-related activities, as well as provide administrative direction and support for daily operational activities of the IT Department. The Senior IT Infrastructure Engineer will work closely with the broader infrastructure team to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the firm. This person will ensure the efficient operation of the firm’s network, servers, databases, equipment, and technical support functions. This includes managing various outsourced service providers responsible for managing and maintaining specialized areas of the IT environment and ensuring the various contractual commitments and SLA’s are met.

Duties and Responsibilities

• Collaborate with stakeholders to understand business needs and requirements, and align IT infrastructure.
• Plan and establish priorities for maintenance, design, development and analysis of the firm’s infrastructure components including, but not limited to, LANs, WANs, internet, wireless, systems and database.
• Assist with the planning, designing and execution of infrastructure testing efforts.
• Provide level 2 and level 3 support to end-users and resolving incidents related to IT infrastructure services.
• Maintain infrastructure logging components in support of the SIEM monitoring of infrastructure incidents and resolutions.
• Maintain appropriate security levels on infrastructure in alignment with IT security policies, procedures and processes.
• Manage the performance monitoring and capacity planning on the installed infrastructure components and provide regular performance and capacity status reports.
• Manage the organisation and storage of data, security and confidentiality of data, and evaluate data systems' performance for improvement.
• Assist in the design, planning and implementation of an enterprise-wide disaster recovery plan to ensure uninterrupted business operations and avoid loss of sensitive data.
• Assist with devising, scheduling and implementing disaster recovery tests and lead the analysis of results and identification of areas for improvement.
• Monitor adherence to SLAs with internal stakeholders and vendors.
• Coach and mentor subordinates on a regular basis.
• Work with stakeholders to define business and system requirements for new technology implementation.
• Manage, maintain and monitor all on premise and cloud infrastructure.
• Manage outsource service providers against contractual and SLA agreements.
• Analyse existing operations and make recommendations for the improvement and growth of the network and security infrastructure, technical support, Service Desk, and IT systems.
• Practice asset management for IT hardware, software, and equipment.
• Participate in the development of IT strategies in collaboration with the CIO.
• Conduct feasibility studies for various upgrade projects, improvements, and other conversions.
• Maintain the firm’s security architecture design.
• Create and maintain the firm’s security documents.
• Ensure the confidentiality, integrity and availability of data residing on or transmitted to/from/through workstations, servers, and other systems and in databases and other data repositories.
• Ensure the enforcement of the firm’s security policies.
• Supervise the design and execution of vulnerability assessments, penetration tests and security audits.

Requirements

Skills and knowledge

• 5 years’ experience in a senior role delivering infrastructure services.
• 3 years’ experience managing and delivering information security systems and processes.
• Broad technical knowledge of current trends in network, security and cloud infrastructure.  
• Strong technical knowledge of current network hardware, protocols, and standards.
• Extensive application support experience.
• Proven experience in IT infrastructure planning and development.
• Strong understanding of project management principles.
• Experience in developing Business Continuity and Disaster Recovery plans.
• Hands-on experience in troubleshooting technical problems.
• Proven analytical and problem-solving abilities.
• Ability to conduct research into IT security issues and products as required.

Personal Attributes

• Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Reacts to project adjustments and alterations promptly and efficiently.
• Flexible during times of change.
• Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.
• Persuasive, encouraging, and motivating.
• Ability to elicit cooperation from a wide variety of sources.
• Ability to work well with peers.
• Ability to bring projects to successful completion in time and on budget.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Adept at conducting research into project-related issues and products.
• Must be able to learn, understand, and apply new technologies.
• Customer service skills an asset
• Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial.

 Qualification/s

• Bachelor’s degree in computer science or related field.
• Up to date industry recognized certifications in any one or more of the following disciplines:
  • Microsoft
  • Networking
  • Information Security
  • Cloud (AWS, Azure, Google)
  • Governance, Risk and Compliance
  • Storage