IT Support Specialist

**CORE DESCRIPTION**

The individual will serve as a key resource that will provide strategic direction for IT Operations and the individual should have the ability to diagnose and resolve complex hardware and software related issues on desktops, laptops, printers and firewalls. The individual will also be responsible for the oversight of the desktop support engineering function. The individual should have the ability to proactively drive efficiencies through the management of IT vendors and ensuring the correct IT Policies and Procedures are in place.

The individual will have to manage a team of 2 Desktop Support Engineers and report weekly on IT activities at Management meetings.

This role will be applicable to our Group of companies nationwide and travel may be required from time-to-time.

**JOB RESPONSIBILITIES**
- Set up and configure new devices
- Connect new devices to networks
- Remote and on-site IT Help Desk support
- Support IT team members nationally
- Install and configure antivirus and anti-malware products
- Establish help desk functionality to support end-users at various sites
- Provide inputs into IT operations
- Publishing and updating of support documentation
- Conduct remote troubleshooting
- Record technical issues and solutions in logs
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Help create technical documentation and manuals
- Liaise with vendors on offers, support and maintenance
- Active Directory experience
- Experience with endpoint management software
- Draft and enforce IT Policies, Standards and Procedures
- Ensure compliance to IT Policies, Standards and Procedures
- Ensure Data Privacy and Security is enabled and adhered to on all IT systems
- Report back to management on the status of IT Operations
- Create, configure, and manage SharePoint sites
- Increase IT efficiency

**CORE COMPETENCIES**

**FUNCTIONAL KNOWLEDGE**

Troubleshooting; Analysis; Multitasking, Leadership, Management, Strategy

**FUNCTIONAL SKILLS**

Critical thinking; Innovative thinking; Relationship management; Stakeholder management..

**ATTITUDES/ LEADERSHIP COMPETENCIES**

Problem solver; Takes initiative; Open Mindedness;Hard working; Proactive;Can do attitude; Works well under pressure; Customer-oriented attitude; Works well with mínimal supervision, Empowers others, Takes accountabiity

**MINIMUM PERSON REQUIREMENTS**

**QUALIFICATIONS**

**IT Diploma or relevant Certification (NQF 5 minimum)**

**EXPERIENCE**

5+ years’ experience in IT Management, IT Operations or IT Support role within a professional environment.

**SPECIAL REQUIREMENTS**

Working knowledge of Desktop/Laptop hardware, multi-function printers, networking

Experience in mobile device support

Working knowledge of Office365 and MS SharePoint

Administration of user accounts

Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role

Working knowledge of office automation products and computer peripherals, like printers and scanners

Experience in management of resources

Experience in managing Vendors

Experience in creating efficiencies within an IT Support environment

**KEY STAKEHOLDERS (INTERNAL/EXTERNAL)**

**_Internal: _**

All relevant staff as identified by HR

Desktop Support Engineers

COO

**_External: _**

Subsidiaries

Suppliers/Vendors

**KEY DECISION-MAKING AUTHORITY**

Operational decision making

Tactical decision making (choosing vendors etc).

Inform strategy (provide input into overall IT directive)

**KEY METRICS**

Service Level Agreements

Quality of Support

Risks Reduced

Increased Efficiencies

Reduced Cost

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

**Salary**: R18,000.00 - R28,000.00 per month

**Education**:

- Diploma (required)

License/Certification:

- Driver's Licence (required)