2ndline IT Support

**2ndline IT Support**

**1. Job Summary**
- Administer and maintain the infrastructure technology across the Affinity Enterprise branches and multiple

data centres.
**2. Key Performance Areas**
- Maintain high availability infrastructure
- Conduct research on latest networking
- Perform general administrative functions
- Infrastructure projects

**3. Key Tasks (By KPA for clarity)**

Maintain high availability infrastructure
- Perform daily maintenance and upgrades of the Affinity/TMS branch offices and multiple data centre

infrastructure (Including cloud services)
- Manage and configure the Wide Area Network (WAN)
- Manage and configure the Local Area Network (LAN)
- Optimize service improvement within the infrastructure environment
- Conduct remote infrastructure support and troubleshooting within prescribed SLAs
- Manage IP addresses
- Maintain infrastructure security (e.g. through access controls, backups and firewalls)
- Monitor and maintain biometrics and smart numbers

Conduct research on latest networking
- Develop and assist in Data Centre consolidations
- Cloud Services, Disaster Recovery, Business Continuity connectivity design

Perform general administrative functions
- Collaborate and communicate with IT Support teams
- Provide assistance to IT Support teams
- Capacity management
- Reporting within the infrastructure, including monitoring and alerting
- Provide vendor, management and 3rd party partners support
- Establish and maintain a good working relationship with customers and other professionals
- Oversee telecommunications (i.e., IVR’s and smart numbers)

**4. Other requirements**
- Undertake cross-functional tasks for, and provide assistance to, Network Administrators
- Occasional night-time driving and working
- Liaise with third party providers in a professional manner.
- Undertake UPS operational/functionality checks per prescribed checklist(s)
- Check that OEM UPS suppliers’ maintenance regimes are completed per SLA
- Process “first point of contact” calls for UPS and systems issues and/or failures
- Retrieve camera footage for managers’/supervisors’ review
- Monitor and maintain camera hardware and cabling

**5. Physical activities**
- Able to lift/carry equipment minimum of 20Kgs
- Working at heights and in confined spaces
- Sharp and jagged finishes to infrastructure and equipment

**6. When the job will be performed**
- Typically, standard office hours (Monday to Friday 08:00 - 17:00)
- Occasional after hours call outs (including weekends and public holidays)
- Scheduled standby and call out shifts

7. Where the job will be performed
- Predominantly Benoni based
- When required Affinity data centres and other Affinity sites.

**8. Essential Qualifications (Have-to-Have)**
- Matric
- A+ Certificate
- N+ Certificate
- Linux

**9. Desirable Qualifications (Nice-to-Have)**
- CCNA
- Security+

LPIC 1

MCSE
**10. Legal or Statutory Requirements**
- None

**11. Essential Experience (Have-to-Have)**
- 3 years in a similar role
- Computer network experience
- Desktop support experience
- Hardware maintenance experience
- Networking Devices experience

12. Desirable Experience (Nice-to-Have)
- Experience in DHCP, DNS and SMTP
- Experience in Firewalls and VPN Solutions
- Experience in Active Directory
- Experience with networking fundamentals and protocols

13. Knowledge and Skills
- Excellent listening and questioning skills
- Demonstrable knowledge in Monitoring tools e.g. Observium and netflow tools
- Communication skills
- Interpersonal skills
- Organisation skills
- Problem solving skills

**14. Attributes**

Team player
Able to work under pressure
Attention to detail
Able to prioritise
Self-motivated
Honest, hardworking and humble

**15. Level and Impact of Decision Making Responsibility**

Task X Work X Job X

Department Business Division

Company Enterprise Group
- What will be the impact of any wrong decision take by the Job Holder

i. Business downtime
- What Monthly/Annual Budget is Managed by the Job Holder?

16. Assets Controlled.
- What level and value of ASSETS does this role control?

i. Laptop and Peripherals

17. Span of Control