IT Support

SHOUT-IT-NOW believes in a world where youth are empowered to make the best choices for their own health and well-being.

**SHOUT-IT-NOW OFFERS COMPREHENSIVE, EASILY ACCESSIBLE SERVICES TO THE YOUTH, IN SAFE ENGAGING SPACES**

SHOUT-IT-NOW uses innovative social behavior change approaches to effectively engage youth and create demand for our health and well-being services. We offer a range of health services, currently focused on sexual and reproductive health, via a variety of convenient channels, primarily mobile vans.

**IT Support Technician**:
Provide high-quality technical support to internal clients/stakeholders/employees, maintain computer networks and IT infrastructure to our field and office-based teams. The role will entail remote, telephonic and onsite support.

**Minimum Requirements**:

- Matric
- Hold all of the following valid qualifications: A+, N+ and other IT tertiary qualification.
- Have a minimum of 2 years IT working experience with references.
- Experience in hardware (desktops, laptops, printers) and mobile internet technologies.
- Knowledge and understanding of Microsoft operating systems.
- A valid South African identity document or work permit.
- A valid code 8 driver’s license, a confident driver and ability to drive safely.

**Duties and** **Key Responsibilities**:

- **Technical Support**: o Initial point of contact for all software and hardware issues experienced. o Resolve technical hardware and/or software-related issues based on tickets logged, and within the shortest time possible. o Escalate issues to the next level support as per SLA and SOP. o Demonstrate to users the best way to use software and hardware. o Undertaking project work when required.
- **Maintaining Computer Networks**: o Maintain software and hardware assets in field and offices. o Assist in the maintenance of server and computer networks to ensure users are connected to networks and mínimal downtime occurs. o Perform basic troubleshooting and resolve network and connect issues.
- **IT Infrastructure**: o Support office-based teams and field teams with all IT infrastructure related issues on busses and vehicles. o Perform troubleshooting to isolate issues and provide remote assistance where possible. o Drive to and provide onsite support where necessary to minimize the level of downtime onsite. o Liaise with outsourced service providers when IT issues cannot be resolved internally. o Escalate unresolved issues experienced with service providers to the IT Operations Manager.
- **Administration and Reporting**: o Protect personal information and strictly adhere to the POPI Act. o Update comments on tickets to ensure accurate record keeping and reporting. o Provide accurate statistics on the status of tickets logged. o Provide accurate daily and weekly reporting on general statistics and problems in the region.
- Perform any other duties as may be reasonably required by management.

**Skills and Competencies**:

- Strong problem-solving, communication and interpersonal skills.
- Experience in delivering remote, telephonic and onsite support.
- Testing and training on new software systems.
- Expert in Microsoft desktop operating systems (Windows XP, Windows 7, 8 & 10).
- Experience with Microsoft Office 365.
- Strong experience in networking and networking equipment such as wireless routers and switches.
- Strong problem-solving skills in internet-based technologies.
- Hands on experience with desktops, laptops, printers.
- Strong experience in mobile internet technologies and support thereof.

**Interested?**

**POPIA Disclaimer**

**Job Type**: Temporary

Application Question(s):

- Do you have valid A+ and N+ certificates?
- Do you have an IT tertiary qualification?
- Do you have the knowledge and understanding of Microsoft operating systems?
- Do you have a valid driver's license, a confident driver and able to drive safely?

**Education**:

- Diploma (preferred)

**Experience**:

- IT: 2 years (required)
- hardware and mobile internet technologies: 2 years (required)

Ability to Commute:

- Klerksdorp, North West (required)