IT Field Services and Senior Technician - Team Lead

SUMMARY:
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POSITION INFO:

About Us: Our client is a leading Managed Service Provider (MSP) based in Cape Town, offering top-notch IT and connectivity support to a diverse range of clients. They pride themselves on delivering exceptional service and innovative solutions to meet the evolving needs of their clients. As they continue to grow, they are seeking a highly skilled and motivated Senior IT Field Services Technician to join their dynamic team.

Role Overview: As a IT Field Services Technician, you will play a critical role in providing remote and on-site technical support to our client’s customers. You will be responsible for diagnosing and resolving IT issues, performing regular maintenance, and ensuring the seamless operation of client IT infrastructure. Your expertise and excellent customer service skills will contribute to their reputation for excellence.

You must currently reside in Cape Town to be considered for this role.

Key Responsibilities:

• Provide remote and on-site technical support for hardware and software issues.
• Install, configure, and troubleshoot IT equipment, including desktops, laptops, printers, and networking devices.
• Perform regular maintenance and updates to ensure optimal performance of client systems.
• Assist with network setup and management, including switches, routers, and firewalls.
• Collaborate with remote support teams to resolve escalated issues efficiently.
• Maintain accurate documentation of client systems and service activities.
• Deliver exceptional customer service and build strong client relationships.
• Stay up-to-date with the latest industry trends and technologies.

Qualifications:

• Proven experience as an IT Field Services Technician or similar role.
• Strong knowledge of computer hardware, software, and networking.
• Proficiency in Windows and macOS operating systems.
• Experience with Microsoft Office 365, Active Directory, and other common IT applications.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Minimum 5+ years’ overall experience in IT MSP environment.
• Advanced experience with Windows 2012 R2 / 2016 / 2019 / 2022.
• Intermediate to advanced experience with Active Directory, DNS, DHCP, IIS, PKI, etc.
• Intermediate experience with VMware vSphere 6.5 or above.
• Intermediate experience with Hyper-V 2012 or above.
• Good understanding of IP addressing and subnetting.
• Fundamental understanding of mass storage like SANs and NAS devices.
• Fundamental understanding of VLANs, routing, firewall behavior, packet shaping, etc.
• Comfortable working in server rooms/data centers racking and cabling up kit.
• Strong communication skills (both written and verbal) and comfortable face-to-face.
• Sound ITIL framework mindset in terms of structured incident management, request management, change management, contractual scope alignment, etc.
• Good knowledge of Exchange 2016 and above.

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience with virtualization technologies (e.g., VMware, Hyper-V).
• Familiarity with cybersecurity best practices and tools.
• Microsoft Certification.
  o MD102–EndpointAdministrator
  o MS900-365Fundamentals
• Veeam.
• Microsoft Azure.

Physical Requirements:

• Valid driver’s license.
• South African ID or international passport with a work permit.
• Working vehicle.
• Proficiency in English.