IT Support Technician

5 months ago

Cape Town, South Africa Tower Group Full time

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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