▷ (High Salary) SENIOR IT SUPPORT TECHNICIAN

1 week ago


Pretoria, South Africa Jobted ZA C2 Full time

Your:

- Formal Education:

- Relevant degree or diploma

- Microsoft 365 Administrator (MS900 & MS102)

- Microsoft Azure Fundamentals (AZ900) & Azure Administrator (AZ104)

- A+/ N+/ and Security+ Certification

- ITIL V3/4

- Experience:

- 6+ years technical experience

- Experience working in Microsoft 365 Environment

- Experience working in Microsoft Azure Environment (Including Entra ID)

- Experience working with enterprise support desk software

- Experience in the financial services industry would be advantageous

will enable you to:

- People & Service Providers

- Interface with management, IT Support Technicians and users.

- Manage call load to ensure the exceeding of customer expectations. Escalate issues as appropriate.

- Train IT Support Technicians

- Service Providers:

- Attend regular operational meetings with external providers

- Ensure open communication and an effective support process

- Ensure uptime and availability of systems in line with KPAs or SLAs

- Processes

- Remain knowledgeable of complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols

- Assists with and resolves complex support issues, also acts as 2ndline support to IT Support Technicians. Provides technical leadership and handles escalated issues.

- Implement instructions or requests in line with company procedures

- Capture comprehensive notes and documentation for every engagement.

- Create and continuously update knowledge base articles

- Fault tracking and reporting

- Regular feedback to internal stakeholders and line manager

- Educate employees regarding IT matters and Group policies, processes and standards

- Attend to support calls escalated from IT Support Technicians.

- Handle customer support calls.

- Take ownership of every issue to ensure it is completely resolved.

- Pro-actively monitor the environment and attend to problem resources or escalate issues as and when required.

- IT Support Desk

- Customer communication that ensures a high level of satisfaction and sets appropriate expectations.

- Ensure that Technical Support Services calls and enquiries are answered in a timely, efficient and knowledgeable manner.

- Follow up and support overdue support calls.

- Projects

- Support the software development and sales teams to ensure smooth delivery of systems.

- Consult with business teams and advise them on best solutions/scoping of systems.

- Support implementation of projects in line with company procedures

- Technology

- Identify any shortcomings and opportunities to improve infrastructure

- Identify and communicate any recurring problems

- Oversee technological infrastructure



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