Senior IT Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Headhunters Full time
Job Description

We are seeking a highly skilled and experienced Senior Customer Engineer to join our team at Headhunters. As a key member of our IT department, you will be responsible for providing top-notch technical support and expertise to our clients.

Responsibilities
  • 1st Line Support
    • Provide timely and effective support via email, phone, or remote assistance.
    • Diagnose and resolve hardware and software issues on desktops, laptops, printers, scanners, and peripherals.
    • Apply basic network principles to resolve connectivity issues.
    • Manage Active Directory for GPOs, logon scripts, and user management.
    • Install, configure, and maintain Windows 10/11 and software suites (Office 365, OneDrive, SharePoint, Azure AD).
    • Replace hardware components in desktops and laptops.
    • Keep accurate records of IT inventory, software licenses, and configurations.
    • Adhere to security protocols and company policies.
  • 2nd Line Support
    • Investigate and resolve incidents, analyze system metrics, logs, traffic, and configuration changes.
    • Manage and maintain Microsoft Hyper-V and VMware environments.
    • Ensure adherence to patch compliance levels and assist with troubleshooting patch failures.
    • Collaborate with Customer Engineers on complex issues and project rollouts.
    • Conduct server and security audits, perform system backups, and manage recovery processes in line with disaster recovery and business continuity strategies.
    • Integrate email, print, and backup servers into enterprise systems.
    • Provide support for Microsoft Active Directory and Windows-based systems, including directory and identity management.
    • Lead projects related to infrastructure and network improvements or upgrades.
  • 3rd Line Support
    • Oversee and maintain server and network systems, troubleshooting issues as they arise.
    • Design, implement, and manage IT infrastructure including servers, storage, networking, and security systems.
    • Ensure all escalations are addressed and production is restored to normal within SLA timeframes.
    • Visit client sites to troubleshoot, configure, and implement IT solutions.
    • Resolve hardware issues and consult with third-party vendors when necessary.
    • Seek and implement opportunities for improvement in IT systems and service delivery.
    • Maintain comprehensive documentation for all system and network configurations.
    • Stay updated with industry trends and best practices in infrastructure and network engineering.
    • Manage capacity effectively to optimize system performance.
    • Compile reports, including Health Checks on server infrastructure, for clients.
    • Collaborate with other IT professionals to resolve complex technical issues.
    • Ensure backup systems are operational and that the backup policy is enforced.
    • Analyse existing systems and operations to develop and implement preventative maintenance strategies.
    • Identify potential issues and notify relevant stakeholders promptly.
    • Employ strong critical thinking skills to lead and manage situations involving major outages.

Please note that if you do not receive a response within two weeks of applying, you may assume that your application was unsuccessful.

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