IT Support Technician
6 months ago
The IT Support Technician is also responsible for driving IT strategy in the company and ensuring we maximise the benefit and use of the current technology.
**You will be reporting to the Senior IT Technician and will be expected to perform the below duties**:
**Support Ticket System**
- Assisting clients and staff via our support ticketing system
- Assisting staff with certain tasks and information they don’t have access to
- Proactively monitor ticketing system, updating tickets and closing tickets timeously
**Printers (Papercut)**
- Add and remove users
- Install virtual printer queues on client devices
- Assist and train clients on printer functions
- Maintaining toner levels
- Troubleshooting printing related problems
**Internet**
- Troubleshooting internet problems on clients devices
- Installing internet solutions based on client requirements
- Router installations and configuration
- Connecting devices to the various internet options
- Escalating more complex problems to senior support
- Good understanding of networking and internet concepts
**VoIP**
- Installation of VoIP phones
- Patching of data points for VoIP
- Repairing cabling
- Troubleshooting telephone and cabling problems
- Troubleshooting VoIP related problems
**CCTV**
- Installing new cameras and cabling
- Replacing broken cameras and cabling
- Ensuring the CCTV systems is working correctly
- Troubleshooting CCTV system problems
**Biometrics**
- Troubleshooting biometric reader and client access problems
- Installing and maintaining biometric readers
- Troubleshooting fingerprint issues using the Access Control software
**Networking**
- Installation and crimping of new cabling
- Cable management
- Troubleshooting network cable problems
- Patching of different networks with senior approval
**Wireless**
- Installation of access points
- Connection of devices to wireless networks
- Periodic testing of wireless networks
- Troubleshooting wireless problems
**Tech support**
- Virus, malware, Trojan removal
- Operating system problems
- Hardware faults
- Microsoft Office and general advise
- Internet browser problems
- Printer problems
- Identifying and eliminating risks associated with the above before causing any major damage
**Meeting Rooms**
- Assisting clients with connecting a laptop to projector or TV and other general IT needs
- Management of Video conference software for CubeWS
- Being on standby for clients while a VC is taking place
- Installing the necessary equipment based on the client’s needs ie. Projectors, telephones, Polycom,
power points, internet connections
**Maintenance**
- Weekly and bi weekly visual inspections of the various systems
- Cleaning hardware of dust and any other dirt
- Checking UPS is in working order
**Server Room**
- Maintenance and updates relating to the server room. Ensure it continues to function at an optimal
level within no disruptions to clients or internal staff
- Ensuring the sever rooms are clean and tidy
Office 365
- Assisting staff with office 365 problems
**Other**
- Advise and teach Centre Manager (CM) of the different IT systems
queries
- The IT support technicians must at all times have a positive and professional attitude when liaising
with colleagues, existing clients or prospective clients
- Follow the producer with ICT service agreement process for additional work a client would request
for services that are not provided for free.
**Core Competencies**:
- Analysing
- Learning & Researching
- Planning & Organizing
- Delivering Results and Meeting Client and/or Staff Expectations
- Achieving Personal Work Goals and Objectives
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