Senior IT Technician

**Position Description and Expectations**

Every member of the WeloveIT Team is expected to uphold and embody the Core Values of our Organization: Transparency, Value Add, Fair Partnership and Quality. In order to be successful within our Team, you must exhibit the following qualities: Customer Care, Ubuntu, Innovative Problem Solving, Accountability and Attitude. You will see these values weaved into our responsibilities and abilities for each position because they enable WeloveIT to serve our clients and empower the pursuit of greatness

Service Technicians are starting up their career in the Technology Services path. While they may have been exposed to various technology in their personal lives, education, and or other employment, this position may be the first time the individual will focus on the troubleshooting, diagnosis, and problem solving of the variety of technology in a defined and process-driven way. An ideal Service Technician should have an almost-insatiable appetite to research, discover, and learn every facet of the business technology environment, how to collaborate with various other staff members, as well as client-facing customer service skills. Both written and verbal communication are key capabilities in a successful Service Technician, and they should be comfortable in asking for assistance from other team members as part of their growth.

**Responsibilities**
- Daily Time Entry Accounting for at Least 9 Hours, Including Lunch, with Embedded Detailed Technical Work Notes Explaining All Task Efforts
- Respond to Initial Incidents from Clients and Resolve Entry Level Remote Support Requests
- Utilize Corporate Systems for Calendar Scheduling and Assignment Prioritization
- Provide On-Site Assistance to Clients and On-Site Support for Systems Engineers as Smart Hands Assistants
- Project Assistance
- Backup System Monitoring and Maintenance, Including Log Evaluation
- Perform File Restoration for Clients from Backup Systems
- Installation, Configuration, Troubleshooting and Customization of Microsoft 365 Apps per Customer's Deployment Criteria
- Installation, Configuration, Troubleshooting and Customization of Customer Line of Business Applications
- Transport, Deploy, Configure, and Test End-User Hardware (Workstations, Laptops, Mobile Devices, MS Teams Certified Hardware, and all Peripherals) and Client Operating Systems, including Windows and iOS
- Configure Server Hardware, Power Devices, and Networking Infrastructure Components for Remote Systems Engineer Installation
- Operation of Microsoft 365 Administration Portals, Including Add/Remove Users, Forwarding of Mail to Other Accounts, Add Aliases, Investigate Potential Security Incidents, etc.
- Learn How to Develop Scripts for Repeatable Tasks in Microsoft PowerShell
- Perform Maintenance Tasks for Clients on Workstations Based on Scheduling
- Maintain and Update Workstation Deployment Systems
- Operate in and Follow Coastal IT and General Technology Best Practices, Procedures, and Systems
- Document Technical Processes and Procedures for Future Issue Resolutions
- Recognize Boundaries for Expectation Setting and Appropriate Client-Level Communication, Leveraging Central Resources for Scheduling and Quotations
- Take Ownership of Tasks and Follow Through to Ensure Complete Resolution
- Take Personal Responsibility for the Quality of Work They Perform or are Associated With
- Ability to Pay Close Attention to Detail
- Ability to Deal Effectively with Stressful Situations
- Work Collaboratively and Interactively with members of the Coastal IT Team, Ensuring the Success of the Team, Sharing Information, and Supporting Others
- Ability to Quickly Learn New TechnologiesUse of Self-Study Materials

Hands-On Experience
Corporate Training Resources
- Ability to Articulate Technical Information Clearly and Simply to Non-Technical Individuals

**Knowledge, Skills, and Abilities**
- Extensive Experience Required with Microsoft Windows Desktop
- Basic Experience with Microsoft Server Operating Systems
- Basic Understanding of TCP/IP, DNS, and Troubleshooting Internet Connectivity Issues
- Basic Experience with Cisco Meraki Switches, Access Points, and Firewalls
- Basic Experience with Supporting Clients on Remote Desktop Solutions
- Basic Experience with Mobile Technologies, including Apple iOS and Google Android
- Basic Experience with Microsoft Intune Mobile Device Management
- Extensive Experience with Microsoft 365 Desktop Applications
- Excellent Professional Verbal and Written Communication Skills, Including Accuracy and Speed of Typing, Grammar, and Vocabulary
- Preferred Experience as a User of and Manage CMDB
- Preferred Experience as a User of and Automate RMM

**Salary**: R25,000.00 - R35,000.00 per month

Ability to commute/relocate:

- Rosebank, Gauteng: Reliably commute or willing to relocate with an employer-provided relocation package (required)

**Experience**:

- Senior IT Technical: 5 years (required)

**Language**:

- Afr