IT Helpdesk Technician

**MAIN DUTIES**:

- Log queries on company help desk ticket system.
- Determine source of problem.
- Resolve problem in person, via remote methods or by advising staff on appropriate actions in a timely manner.
- Escalation of issues to the appropriate channel.
- Document resolutions for future reference.
- Implement company computer policy to ensure data security.
- Ensure timely notification of branch unavailability to user base.
- Daily checks that server backups have been completed.
- Provide on-the-job training to new department staff members.
- Desk deployments.
- Updating of computer inventory and user database.
- Maintain confidentiality with regards to the information being processed, stored or accessed by users whilst supporting them.
- Work shift hours to provide assistance to branches operating in different time zones.
- Provide cover on South African public holidays with time off in lieu.
- Other duties as assigned by the IT Manager.

**OTHER DUTIES**:

- Performing basic administrative support duties
- Provide computer orientation to new company staff

**SKILLSETS REQUIRED**:

- Strong knowledge of Windows 10 Professional
- Strong knowledge and experience with Office 365 deployments.
- Good knowledge of working with Windows Server
- Knowledge and understanding of TCP/IP, Active Directory, DNS, DHCP
- Beneficial but not essential, knowledge and experience with MS Sharepoint in the O365 environment.
- Beneficial but not essential, knowledge and experience with Mikrotik equipment and pfSense Firewalls.
- Beneficial but not essential, knowledge and experience with Asterisk based VOIP platforms.
- Beneficial but not essential, knowledge and experience with Squid based Web proxies.

**SOFT SKILLS**:

- Excellent customer service (willing to go the extra mile).
- Strong desire and focus on continued improvements and personal development.
- Ability to work individually as well as within the wider team to achieve the departments goals.
- Good time management and self-motivational skills.
- Keep up to date with current industry trends and emerging technologies and practices.
- Have a pro-active support mindset to prevent issues escalating.

**RESPONSIBILITIES**:

- Take ownership of assigned problems and resolve or escalate appropriately, in a timely manner. Ownership is from allocation to closure.
- Manage allocated tickets to ensure regular updates are gathered, logged and the user involved informed.

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Epping, Western Cape: Reliably commute or planning to relocate before starting work (required)