Senior IT Support Specialist

SUMMARY:
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POSITION INFO:

IT Support Technician Vacancy

To install and maintain company hardware, software, networks, and infrastructure to ensure business sustainability and good end-user experience

Responsibilities

Maintain hardware, software, and networks:

· Ensure best practices are followed and that all software is safe and appropriately licensed.

· Ensure security and privacy of computers and network systems.

· Monitor networks and hardware for unauthorized use.

· Managing Domain Controller (Active Directory, certificate management, DNS, Azure AD Connect).

· Monitoring and securing networks.

· Managing Firewall IPsec tunnel and links.

· Managing IT infrastructure projects.

· Resolve hardware, software (including in-house), and network problems by working with end users, other technical personnel, and external service providers.

· Install, maintain, optimise, and configure software, including Windows operating systems and settings.

Implement and deliver quality solutions:

· Contribute to continuous improvement of processes, systems, knowledge base, and third-party relationships.

· Document common problems on documentation solution.

Technical Support to Stakeholders:

· Regular feedback to clients regarding service request status.

· Provide technical support across the company, including remotely using Team Viewer, telephone, or Microsoft Teams.

· Manage incidents raised by end users and ensure all requests are logged, monitored, and tracked using the incident management system.

Role Requirements

Qualifications:

Degree in Information Technology or other relevant qualifications from industry recognised institute (A+, N+, MCSA, MCSE or similar highly valued)

Minimum Work Experience:

· 2 - 5 years’ experience as a Desktop Support Technician, Network Support Technician, Systems Administrator, or similar role

· Experience working with, configuring, and troubleshooting computer networks (TCP IP configuration, subnets, DNS, etc.)

· Network security administration experience.

· Experience dealing with internal customers and external suppliers.

· Server management experience.

· Software / QA testing experience advantageous.

· Network monitoring (e.g., Zabbix)

· Firewall management experience (e.g., FortiGate)

· Experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers and their operating systems and       peripherals.

· Experience resolving end-user problems and working with an incident management system (e.g., Spiceworks, Remedy, or similar).

Technical/Business Competence:

· Strong desktop support skills.

· Strong network support skills.

· Excellent knowledge of Microsoft software and Office applications.

· Excellent general IT industry knowledge.

· Monitor established SLA’s and OLA’s are met, with internal clients and third-party providers.

· Liaise with external service providers to resolve incidents and complete service requests.

· Log incidents with external service providers in accordance with

· SLA’s.

· Effectively manage relationships with third-party providers.

· Effectively manage and prioritise high severity incidents.

· Active Directory, Azure AD, Server Management, and network security knowledge advantageous.

Behavioural Competence:

· Analysing and Applying Expertise and Technology

· Creating and Innovating