ICT Service Technician

October 15, 2024

AVBOB

Centurion

FULL TIME

This position will under the leadership of the ICT Service Support Lead, diagnose, repair, and maintain hardware and software components to ensure the smooth running of computer systems. The responsibilities include installing and configuring computer hardware and being the strong point of contact for IT Infrastructure service support within the company. One of your key objective will be to ensure compliance of the AVBOB endpoint environment.

You will be working for a last standing company with strong values which are customer centric. In return for your services, you will be paid a competitive package, which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

Install new end user devices, printers and switches, network equipment and configure systems according to business requirements.
Perform installation, configuration, maintenance and troubleshooting of end user hardware, software, and peripheral devices.
Troubleshoot hardware and software issues and be responsible for testing, repairing, and replacing damaged hardware.
Upgrading the entire system to enable compatible software on all computers and perform tests and evaluations of new software and hardware.
Ensure security and privacy of networks and computer systems across end user devices.
Providing support to users and being the sole point of contact for error resolving and reporting.
Administer and maintain end user accounts, permissions and access rights and administer all equipment, hardware, and software updates.
Assist the Team Lead: ICT Service Technician with technical documentation and departmental Standard Operating Procedure for Infrastructure
Provide input with drawing up procedural documentation as well as technical reports.
Respond to hardware problems, updating system software as well as tracking data and communication used on networks.
Respond to complex daily inbound support tickets and solve these problems by using standard operating procedures.
Direct telephonic or face-to-face support to end-users to resolve any IT related issues.
Work with the 1st line service desk agents to service more complex and integrated incidents and requests and give 2nd line updates on progress and technical solutions.
Install and configure 3rd party software packages for end-user devices.
Configure and support user e-mail accounts and Microsoft Outlook M365 and other related M365 suite products
Ensure AVBOB approved anti-virus installation & updates are distributed to all AVBOB end user devices
Work with 3rd level administrators and ensure that all end user workstations are up to date with security patches monthly.
Ensure AVBOB security principle applies on all end point devices and report anomalies to 3rd line specialists. MFA, Encryption
Support the AVBOB approved end point communication and video conferencing solution:
Microsoft Teams on user devices.
Assist 3rd line support teams with branch role outs, coordination, configuration and installation of voice, network, infrastructure systems used.

Matric
N+ and A+
ITIL certification
Hold at least one tertiary IT diploma or Microsoft industry certification (MCP, MCSE, MCSA or other)
Working towards one of the Microsoft end point configuration management certifications: MD-100 and MD-101or MD-102 or similar, Microsoft MCSE or other M365 certifications
Valid Driver’s license
Minimum of five (5) years of experience in computer networks and systems maintenance
Experience of managing multiple Microsoft platforms including M365, Exchange Online
Solid experiencing with networking technologies like LAN, WAN, VPN, APN, DNS, DHCP
Extensive experience and knowledge in IT networking
Extensive knowledge in troubleshooting techniques
Extensive experience and knowledge in the setting up and configuring computer systems
Extensive experience and knowledge in IT networking

Technical and Behavioural Competencies
Must have a high level of comfort working in a rapidly changing, fast-paced start-up environment.
Highly motivated, experienced, resourceful and efficient with a “Can Do” customer centric attitude
Extensive knowledge of relevant operating systems and software.
Telephonic / Video /Face-to-face call communication skills when assisting customers and troubleshooting
Assisting internal and external users with hardware and software issues
Attending internal and External meetings
A good understanding of Security and Data Protection Act