Global IT Technical Specialist

2 days ago

Midrand, Gauteng, South Africa Resourgenix Full time

At Resourgenix, our employees are the driving force behind everything we do. We believe in providing competitive salaries, top-notch benefits, and a company culture focused on employee development to help them thrive.

About the Role

The Global IT Support I position is a technology generalist role within our IT team, responsible for delivering courteous and professional IT end-user support to all employees and clients in their local office. Key responsibilities include setting up, maintaining, and upgrading hardware and software for end-user devices, responding to end-user needs, and resolving various IT tickets in a timely fashion. Additionally, this role involves asset management, escalation of issues, and assisting global team members when needed.

This position will effectively support the IT team by focusing on the following key areas:

  • Responding to all issues in the IT ticket tracking system in a timely manner
  • Correcting end-user issues and reporting those that cannot be corrected in a timely manner
  • Assisting IT personnel in other locations with resolving end-user issues
  • Performing installations and resolving end-user support issues within LAN/WAN environments
  • Maintaining records, logs, and reports of end-user assistance and troubleshooting requests
  • Providing hands-on training, training materials, and documentation for IT applications and/or equipment to employees as needed
  • Taking ownership of specific application(s) and system(s) areas as assigned
  • Maintaining diagrams and other documents regarding application(s) or system(s) functionality
  • Working with Department leaders to gain an understanding of business needs for changes, modifications, or new systems to be implemented
  • Evaluating interrelationships between systems, identifying how changes may affect other systems
  • Maintaining confidentiality with regard to information being processed, stored, or accessed
  • Providing weekly reports to the IT Manager regarding workload, open projects, and issues
  • Scheduling biannual auditing of all Company-issued laptops
  • Providing maintenance and operation of end-user applications including but not limited to Company email system, backup systems, Company access, user account creation, phone system modifications, new user accounts, and PC setups
  • Responsible for upholding network security measures set by Company policies
  • Maintaining knowledge of remote access products
  • Performing other duties as assigned

Requirements

  • Bachelor's Degree in Information Technology or a related technical discipline is required; Certification, formal training, experience, or demonstrated competency may be evaluated and considered in lieu of educational requirements
  • A minimum of 3 years of related experience is required
  • Certification, formal training, education, or demonstrated competency may be evaluated and considered in lieu of experience requirements
  • Must possess relevant technical skills/certifications in systems or area specified by management
  • Must have working knowledge of network topology and remote access devices
  • Ability to adapt from business to technical communication according to audience is required
  • Must have ability to assess situation quickly and help arrive at best beneficial resolution for all parties involved
  • Must have ability to write professional reports and other business correspondence
  • Must have ability to read, write, speak, understand, and communicate in English sufficiently to perform duties of this position
  • Must have ability to communicate both orally and in writing with internal and external parties
  • Must have ability to handle and organize multiple projects and deadlines
  • Must demonstrate high degree of attention to quality, details, and correctness
  • Certification, formal training, education, or demonstrated competency in technical discipline may be evaluated and considered in lieu of experience requirements

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