Internal Support Supervisor

2 weeks ago


Johannesburg, Gauteng, South Africa CipherWave Full time

JOB PROFILE:

  • Job Title:
  • Internal Support Supervisor
  • Division:
  • Support
  • Subdivision:
  • Internal Support
  • Reports to:
  • Chief Operating Officer
    WORKING RELATIONSHIPS:
  • Internal:
  • All departments internally.
  • Manage and maintain all, Connectivity, Voice, Security, Cloud products and Services.
  • Assist with all End User Computing related services at CipherWave.
  • External:
  • Assist with all End User Computing related services at Home Connect.
  • Manage and maintain all, Connectivity, Voice, Security, Cloud products and Services.

JOB SUMMARY:

  • Main purpose of position:
  • Responsibilities and duties:
  • Always provide efficient and effective support to staff.
  • Proactively monitor and report on network and system outages relating to internal issues that might affect business as usual.
  • Troubleshoot, diagnose and resolve any staff & systems downtime issues.
  • Prioritizing and managing open and pending tickets effectively.
  • Available to perform afterhours and Standby technical support as and when required.
  • Take responsibility and endeavour to keep CipherWave & Home-Connect computers, network equipment and other machinery online and up to date.
  • Operational, safe, clean and secure at all times.
  • Providing training to new staff and staff in general on CipherWave services.
  • Respond to tickets logged within stipulated Service Level Agreements.
  • Internal Software, Backups, VPN and Firewall Access.
  • Internal IT stock management.
  • Internal Stock Procurement, Dealing with preferred suppliers in a timeous manner.
  • Management of company Azure resources.
  • Basic Management of Company websites.
  • Management and creation of Internal AV policies.
  • Provide desktop support to end users.
  • Creation & Management of Internal Virtual Machines.
  • Document Process and Procedures.
  • Configuring and management of Internal VoIP systems.
  • Desired skills & experience
  • Previous experience in an internal technical support role (Second or 3rd Line Support).
  • Strong client relations and personal networking skills.
  • Excellent communication (both written and verbal) and presentation skills.
  • Familiarity with technical concepts coupled with the ability to communicate complex technical information.
  • Patient, independent, selfmotivated and target driven.
  • Must have own transportation and a valid driver's license.
  • Must be a South African Citizen.
  • Management Skills or have managed a team.
  • Basic WordPress Skills.
  • Thickskinned.
  • ESET Endpoint Security or any other AV experience.
  • Unifi or Grandstream Networking Equipment experience.
  • Hyper-V & VMware Experience.
  • Comprehensive Knowledge on Software and Computer Hardware.
  • Minimum experience:
  • 3-4 years minimum experience in an Internal Technical Support position within the ICT telecommunications / ISP industry.
  • Minimum qualification:
  • A+ (required)
  • N+ (required)
  • MS Azure fundamentals (preferred)
  • Linux + (preferred)
  • Additional requirements:
  • Must have own transportation and a valid driver's license.
  • Must be a South African Citizen.

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