SENIOR IT SUPPORT TECHNICIAN

7 hours ago


Pretoria, South Africa HR Genie Full time

Your:

  • Formal Education:
    • Relevant degree or diploma
    • Microsoft 365 Administrator (MS900 & MS102)
    • Microsoft Azure Fundamentals (AZ900) & Azure Administrator (AZ104)
    • A+/ N+/ and Security+ Certification
    • ITIL V3/4
  • Experience:
    • 6+ years technical experience
    • Experience working in Microsoft 365 Environment
    • Experience working in Microsoft Azure Environment (Including Entra ID)
    • Experience working with enterprise support desk software
    • Experience in the financial services industry would be advantageous

will enable you to:

  • People & Service Providers
    • Interface with management, IT Support Technicians and users.
    • Manage call load to ensure the exceeding of customer expectations. Escalate issues as appropriate.
    • Train IT Support Technicians
    • Service Providers:
      • Attend regular operational meetings with external providers
      • Ensure open communication and an effective support process
      • Ensure uptime and availability of systems in line with KPAs or SLAs
  • Processes
    • Remain knowledgeable of complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols
    • Assists with and resolves complex support issues, also acts as 2ndline support to IT Support Technicians. Provides technical leadership and handles escalated issues.
      • Implement instructions or requests in line with company procedures
      • Capture comprehensive notes and documentation for every engagement.
      • Create and continuously update knowledge base articles
      • Fault tracking and reporting
      • Regular feedback to internal stakeholders and line manager
      • Educate employees regarding IT matters and Group policies, processes and standards
      • Attend to support calls escalated from IT Support Technicians.
      • Handle customer support calls.
      • Take ownership of every issue to ensure it is completely resolved.
      • Pro-actively monitor the environment and attend to problem resources or escalate issues as and when required.
      • IT Support Desk
      • Customer communication that ensures a high level of satisfaction and sets appropriate expectations.
      • Ensure that Technical Support Services calls and enquiries are answered in a timely, efficient and knowledgeable manner.
      • Follow up and support overdue support calls.
      • Projects
        • Support the software development and sales teams to ensure smooth delivery of systems.
        • Consult with business teams and advise them on best solutions/scoping of systems.
        • Support implementation of projects in line with company procedures
  • Technology
    • Identify any shortcomings and opportunities to improve infrastructure
    • Identify and communicate any recurring problems
    • Oversee technological infrastructure


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