IT Support Administrator

2 months ago

Cape Town, South Africa Clickatell Full time

**Who We Are**:
Clickatell is a Chat Commerce leader. For 23 years we have been a global technology company and innovator in mobile messaging, engagement, and commerce.

We have built a global culture rooted in our 5 core values - Curious, Creative, Collaborative, Champion and Courageous. We live by them and use them as guideposts for how we run our company. And is felt in our everyday interactions with fellow employees.

**What we do**:
We empower the chat economy with smart solutions that bring brands easily into the chat apps their customers use and love. Mobile consumers can now interact with business on demand, at their convenience, using the channels of their choice, such as SMS, WhatsApp, and Facebook Messenger.

Today, Clickatell's solutions are utilized by companies around the world and across industries for customer care, commerce, customer acquisition, customer retention, and customer expansion. Covering 220 territories, 1000+ networks, and 85% of the world's population, with an SMS reach of more than 5 billion users.

**About this role**:
Clickatell is looking for an IT Support Administrator, to join the IT Department in our Cape Town office. The purpose of this role is to be responsible for maintaining all aspects of the company's IT network, servers and security systems. This role is essential within a global business to ensure business continuity.

Clickatell invests in getting the right team on board, but it then is up to the IT services to ensure that all staff working remotely or in local offices are equipped with the right tools to be able work at their full potential.

**Re**sponsibilities** of the Role**

Essential Functions
- Responsible for effective provisioning, installation/configuration, operation and maintenance of IT hardware, software and related infrastructure
- Service, maintain, commission and support office platforms, with a view towards high availability
- Support for workstations and mobile devices accessing work information and platforms
- Act as SME and dedicated Apple product specialist (MAC Laptops, iPhones, etc.)
- Providing 1st/2nd Line technical support for M365 to end-users including usability support for M365 products and components.
- Assist with monitoring administering M365 Security & Compliance tools.
- Assist fully exploit the M365 Platform to leverage increased business value.
- General support for all Office365 and related services (e.g. Exchange, Active Directory, SharePoint, OneDrive, Skype for Business).
- Microsoft Networking Services (Active Directory, WSUS and scripting)
- Provide end user IT support, ensuring that minimum service levels are maintained
- Installation of new systems and user setup/configuration
- User support and maintenance of IT systems in the Clickatell shared environments such as boardrooms and communal meeting areas
- Management and support of the Clickatell network infrastructure, including LAN Services, WAN services (e.g. TCP/IP, DNS, DHCP, IPSEC, VPN and routing)
- Secondary support for firewall services

Architecture and Provisioning
- Installation/rebuilding of servers, configuration of hardware, peripherals, services, etc. in accordance with standards, internal processes and project/operational requirements.
- Develop and maintain installation and configuration processes.
- Research and recommend innovative and automated approaches for system administration tasks.
- Research and recommend improved architecture decisions

Operations and Support (workstation and server environment)
- Assist with ensuring proper monitoring services are implemented and maintained.
- Investigate and troubleshoot issues, including logging of defects, performing preliminary root-cause analysis and identifying course of action.
- Repair and recover from hardware or software failures, including coordinating and communicating with impacted constituencies.
- Investigate, troubleshoot and mitigate malware attacks, compromised endpoints and servers.

Maintenance
- Configure and/or add new services as necessary
- Assist to Maintain operational, configuration and/or other processes.
- Perform ongoing performance tuning, hardware upgrades, and resource optimisation as required.
- Perform Windows operating system updates, scheduled update rollouts and third-party software updates to maintain a secure digital environment.
- Contribute to the maintenance (upkeep) of system standards and group policies.

Security (in cooperation with IT person in charge of security)
- Implement effective anti-malware, spam, phishing and data security measures on workstations and servers (in lie with approved polices)
- Perform or confirm regular security monitoring to identify any possible intrusions (in line with approved policies/processes)
- Perform or confirm backup operations as per the defined policies.
- Ensure secure operation of all servers and services by utilizing security and encryption tools, providing staff training and documentation

Service queue management:

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