IT Support

2 weeks ago

Cape Town, South Africa PKF Cape Town (Bellville and Stellenbosch) Full time

PKF Cape Town is currently looking for an IT Support & IT Systems Support technician to join their growing team

**Requirements**:

- MCSE qualification.
- Any data governance experience is a good addition.
- 3 Years Minimum work experience at a reputable Managed services provider, Firm, or Company in the field of IT support or IT systems engineer
- Solid Microsoft domain environment experience,
- Solid Microsoft 365 experience,
- Excellent interpersonal skills,
- Excellent troubleshooting skills,
- Basic network understanding

**Duties and responsibilities** will include but not be limited to:
**Business Continuity**

Assessment and Planning:

- Review daily backup reports & periodically review backup process
- Conduct "spot check" restores of critical files
- Archive relevant folders & Files

Technology Infrastructure:

- Review RMM alerts on Server
- Review RMM alerts on workstation
- Monitor Network & internet availability

Cloud and remote solutions:

- Monitor & respond to SAAS alerts
- Monitor VPN connections and respond to Wi-Fi issues.

Vendor and Supplier Management:

- Assist with remote connections into our environment to ensure uptime.

**IT Security**

Security Patches:

- Prioritise patches based on criticality, impact, and relevance to the organization's systems

Security Policies and Procedures:

- Review current Policies with "real world" requirements

Network Security:

- Review monitors and logs
- Implement security protocols and access controls to safeguard the network from unauthorised access
- investigate and respond to alerts

Data Protection:

- Assist users in managing files, folders, and data backup procedures
- Provide guidance on using cloud storage solutions and network file shares

Security Awareness:

- Cultivate a culture of secure best practices throughout the firm

BYOD Device Security:

- Monitor and ensure BYOD controls are still effective

**Helpdesk support**

Help Desk Management:

- Ensure all tickets are updated and closed with proper resolutions

End-User Support:

- Act as the primary point of contact for end-users' technical issues and inquiries
- Set up and maintain a help desk system to log and track support tickets
- Provide troubleshooting and technical support for hardware issues, including desktops, laptops, printers, and peripherals
- Assist users with software problems, installations, updates, and configurations
- Assist users with operating system-related issues
- Provide guidance on system updates, patches, and security configurations
- Provide support for communication tools such as Microsoft Teams
- Troubleshoot network connectivity issues for both wired and wireless connections
- Reset passwords and assist users with account lockouts

Hardware and Software Procurement:

- Deploy hardware and software resources, keep inventory updated of resources.

Collaboration and Communication Tools:

- Ensure collaboration sites and tools are kept healthy and clean, periodically report redundant tools / resources.

Remote Support
- Remote support for users outside the firm (on audits)
- VPN setup and troubleshoot remote access problems for off-site employees

**IT Infrastructure**

Onsite Servers:

- Develop a patch deployment schedule, ensuring that patches are deployed promptly after testing

Office 365:

- Manage user accounts, licenses, and permissions within Office 365
- Implement/Manage security features like Azure AD Conditional Access and Multi-Factor Authentication

Local Network - LAN/WiFi:

- Regularly update firmware and security configurations for routers, switches, and access points
- Monitor & investigate firewall and LAN monitor alerts

Capacity Planning:

- Monitor and respond to any consistently low resources

Environment Support:

- Prioritize support tasks based on urgency and impact on the users' productivity
- Efficiently manage your time to handle multiple support requests and ongoing projects simultaneously
- Manage virtualization platforms to optimise resource allocation and scalability
- Monitor cloud costs and optimise resource usage to control expenses.
- Identify bottlenecks and performance issues in the IT environment and optimize configurations accordingly
- maintain physical LAN/severs & hardware are

Monitoring and Alerting:

- Configure alerts for critical events and proactively address issues before they impact users
- Regularly review monitoring reports to identify trends and potential areas for improvement

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