IT Service Desk Technician Senior

2 weeks ago

Johannesburg, South Africa Sedna Industrial IT Solutions Full time

An excellent and challenging opportunity exist for a dynamic and experienced Technician to join Sedna and provide support services at the Sedna Head Office and for designated Sedna sites. We seek an experienced IT Support Technician with a strong focus in Service Delivery and Customer Experience to join our existing team, to help maintain and improve the support provided to the business. The role includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to ensure optimal performance. You will also troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required. We are looking for a Technician with 10 years+ experience within the IT industry and who has worked in a multi-sited environment.

**Purpose of the job**:
The incumbent will have to assist clients and in-house staff with incidents resolution or service request management. Provide technical support and assistance to customers / clients, whether on the phone, in person or via any other electronic means. The primary objective will be to ensure the satisfaction and ability to properly operate any machinery or technology they may be having trouble with.

The incumbent will also be required to be available to do standby work and attend to emergency call outs.

**Location of the vacancy**:
The successful incumbent will be **based at the Sedna Head Office and work on site as and when required.**

**Key responsibilities/roles**:
Remote troubleshooting of problematic systems, devices, and services.

Communication with customer.

Escalation of on-site support requests.

Assist in replacement and upgrading of existing IT equipment including data transfer and replacement of hard disks, memory, etc.

Assist with general systems support and housekeeping tasks.

Assist with remote support calls, incident logging, and incident resolution and prioritise calls predefined Service Level Agreements.

Due to the flexible nature of the company, you will in addition be required to attend to specific tasks as circumstances require.

Strong knowledge of IP Networking and fault finding.

Installation and maintenance of wireless network systems.

Setup and configure switches including doing fault finding on switch failures.

Installation, setup, and configuration of wireless networks.

Troubleshoot Wi-Fi problems.

Installing network and server equipment onsite.

Performing necessary upgrades to network infrastructure.

Fiber installation, splicing and testing.

Upgrading of end-of-life systems.

Updating of task management system requests and completion of tasks within SLA limits.

AD/0365 administration.

Site internet connectivity - investigation and diagnostics.

SQL and PowerBI skills (Advantageous)

Mining experience (Advantageous)

**Minimum requirements and experience**:

- Grade: 12
- A+ Certification (required)
- N+ Certification (required)
- Experience working on a mine advantageous.
- Good communication skills, both oral and written.
- Valid driver’s license.
- Advanced computer literacy.
- Minimum 2 years post qualification experience in wireless and IT networking.
- 10+ year’s RF/Wireless experience.
- Leadership experience (Advantageous)

**Behavioural competencies**:

- Safety Awareness
- Managing Work
- Initiative
- Communication
- Interpersonal Skills
- High work standards

Application Question(s):

- Is documentation important, motivate your answer.

**Experience**:

- Microsoft Server: 10 years (required)
- IP networking: 10 years (required)
- Microsoft SQL Server: 5 years (required)

License/Certification:

- Drivers license (required)

Application Deadline: 2023/04/30

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