Helpdesk Support Technician
3 months ago
**Duties and Responsibilities**
- Operate helpdesk and log calls.
- Support users with login and passwords
- Support users with windows issues
- Operate within the SLA with business
- Windows Server support
- Execute office duties such as receiving goods from suppliers and the regions, scheduling and packing items for the courier services.
- Interact with third parties when required for logístical, support or administration purposes for example but not limited to Telkom, IS, Vodacom, Interconnect, Digidata, Softline, Microsoft, and EMC.
- Obtain and manage quotes for certain 3rd party services and hardware.
- Create purchase orders on the system for certain IT procured services and hardware.
- Perform routine and periodic tasks such as removing backup tapes completing daily check logs and files.
- Keep users informed when a call is open and cannot be closed, confirming the anticipated resolution time.
- Assist users with mobile and remote communications.
- Assist with third party connections to and from MIBCO up to platform level.
- Maintain the Server room environment both operationally and physically.
- Ensure operational availability of video conferencing equipment.
- User account management.
- Internet Website and Intranet webmaster.
- Execute on the employment contract with MIBCO and at a minimum perform the tasks described in this job description.
- Trouble shooting, basic repair and maintenance of end user equipment.
- Operate within the policies and procedures of MIBCO.
- Rotate job roles with the Network and Server support
**Knowledge/Technical Skills/Competencies**
- Team player with good communication skills.
- Work under pressure and to timelines.
- Work unsupervised and be disciplined.
- Be methodical.
- Excellent troubleshooting capability.
- Helpful and engaging manner, including phone support.
- Be mindful of quality and continuous improvement.
- Technical.
- Active directory and Exchange
- Windows 7/8/10/11
- Windows Server 2012 and above
- TCP/IP
- Microsoft Office 2013 and 365
- Microsoft Teams
- Smart phone platforms
- Microsoft DPM
- Microsoft Endpoint Protection
- Microsoft System Centre and Mimecast
- Digidata (User Account Management)
- Web technology i.e. Joomla
**Qualifications**
- Matric with tertiary IT qualification.
- Microsoft MCTIP desktop and / or server certifications - at least one.
- Other Industry certifications such as COMPTIA, A+ etc would be an advantage.
- 7 years’ experience within a user support role is required.
- 5 years’ hardware repair and hardware maintenance is required.
- Traceable desktop support history.
- Microsoft desktop and server operating systems support.
- Microsoft office and end user products.
- General networking administration.
- General backup technology.
- Office 365 account configuration experience.
- General virtualization knowledge.
- Adherence to MIBCO policies and procedures.
- General security knowledge - IT and otherwise.
- General communications knowledge - mobile, 3G/LTE, APN including WAN, wireless and LAN.
- General tools and utilities used in administration and support.
- Working knowledge of Mimecast, Microsoft Exchange, Exchange Online, Cisco telephony and switching, Cisco Meraki and Microsoft system centre.
- Working knowledge of video conferencing technologies.
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