Senior IT Technician/ IT Operations Technician/ Senior Technical Support Analyst

SUMMARY:
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POSITION INFO:

Seeking an experienced Senior IT Technician to join our IT team and provide high-level technology support across the business.

Key Performance Areas:

• Provide advanced technical support for hardware, software, and network-related tickets within a 48-hour closure time.

• Perform root cause analysis when troubleshooting.

• Support enterprise-level applications and systems i.e. Power Apps, O365, Azure, onsite server environment.

• Daily server checks by means of RMM software to ensure all systems are running optimally.

• Follow up with suppliers on tickets and faults logged with their service desks.

• Maintain and administer server storage solutions and network devices.

• Ensure the security and integrity of the company's IT infrastructure.

• Perform regular system updates, patches, and backups.

• Monitor and respond to security incidents and threats.

• Implement and enforce IT policies and procedures.

• Maintain the PABX, adding cordless and desk phones.

• Assist employees with IT-related tickets and provide end-user education on current and new technologies.

• Assist with developing and maintaining documentation for IT internal procedures and user guides.

• Ensure all IT-related issues raised by employees are logged before attending to the issue.

• Maintain 98% company SLA on critical or downtime tickets.

• Assist with network planning and keeping LAN / WAN documentation up to date.

• Assist with the evaluation and recommendation of new hardware and software solutions.

• Assist with the development of our Microsoft ecosystem, both onsite and cloud.

Qualifications & Experience:

• Degree in Information Systems or Diploma in a related IT field or

• Microsoft Certified: Azure Administrator Associate combined with

• Microsoft Certified: Windows Server Hybrid Administrator or

• Microsoft 365 Certified: Enterprise Administrator Expert

• IT Support / TCP IP Knowledge / Technical understanding of IT network infrastructures

• 4–6 years’ experience in a similar senior role

• Preferred experience with hypervisors, servers, managed switches, firewalls

• Desktop support, O365 Administration

Knowledge / Skills and Behavior:

• Punctual

• Integrity and shows interest and enthusiasm towards work

• Co-operates with staff at all levels within the company

• Dependable

• Shows initiative

• Attention to detail and accuracy

• Ability to follow procedures

• Work within a team

• Excellent oral, visual, and written communication skills

• Professionalism and attention to detail

• Demonstrates complete confidentiality

• Deadline-driven

• Team player

• Ability to work under pressure

• Flexible and adaptable to change

• Ability to prioritize work effectively

Applications:

• To be considered for the position, you must have the listed requirements i.e., Competencies, Qualifications and Experience.