IT Support Technician

**To provide **technical support to the internal customer base for Eazi access via our Service Desk. Administrative functions would also include vendor management and procurement processing for the IT department.

**1.** **Position Description**

**Key performance areas (to translate into a measure of success)**
- Service Delivery
- Operational
- Administrative functions

**Main Outputs and Responsibilities for This Position**

**The Job is responsible for the following**:
**Area / Type**

**Responsibilities**

Service Delivery
- Source of technical expertise, inspire confidence with deep technical knowledge around the Microsoft environment, speed of response, clarity of communication
- Provide support across the IT infrastructure, including escalations from Service Desk and Desk Side Support.
- Making sure printers, video conferencing systems and other IT related equipment is functioning
- Installs, configures and troubleshoots desktop systems workstations, laptops and network issues in a heterogeneous environment
- Provides service, maintenance and repairs of computers and peripheral equipment
- Performs basic hardware diagnostics, routine moves, adds and changes

Operational
- Enforces IT policies (Security, Software, and Hardware)
- Performs asset tracking and audits
- Administer, support and troubleshoot all hardware (computers, printers, monitors ), software and network operating system
- Liaise with vendors and other IT personnel for problem resolution

Administrative
- Quote sourcing from vendors for IT purchases
- Liaising with IT service lead regarding quotes and purchases
- Loading of requisitions on ERP system and diligent follow up with vendors to ensure timeous delivery of equipment and services.
- Administer user accounts and security controls within Active Directory

**2.** **Job Evaluation Criteria**

**Qualifications**

Minimum
- Comptia A+, N+

Recommended
- Microsoft Certification (MCSA, MCP, MCITP) or equivalent

**Experience**
- Experience with Microsoft Windows OS (7/8/10) and Office365 environments.
- Experience with Microsoft Windows Server 2008 / 2012 and server roles including Active Directory, DNS, DHCP & Group Policy.
- Experience working with VoIP technologies.
- Strong TCP/IP networking and troubleshooting skills.
- Evidence of supporting all aspects of multi-site infrastructures, including servers, storage and networking.
- Evidence of supporting large environments including remote sites.
- Good understanding of ITIL processes including Incident, Problem & Change Management.
- Microsoft Certification (MCSA, MCP, MCITP) or equivalent.
- Excellent organizational, interpersonal and communication skills - ability to translate complicated technological terminology into language easily understood by others.

**Knowledge**
- Solid networking knowledge (TCP/IP)
- ITIL
- Microsoft Environment & Products**Skills**
- Excellent Planning Skills
- Excellent Problem-Solving skills
- Working with complexity
- Analytical skills
- Interpersonal and communication skills

**Behavioral Competencies**
- Team Player
- Perseverance
- Focused on results
- Contentious
- Competitive
- Professional expertise
- Initiative & Responsibility

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

**Education**:

- Diploma (preferred)