SENIOR IT SUPPORT TECHNICIAN

Recruiter:

HR Genie

Job Ref:

4424D EG ITSUP

Date posted:

Wednesday, February 19, 2025

Location:

Pretoria, South Africa

Salary:

Market related

SUMMARY:
Perform technical support, administrative tasks and reporting as it relates to the IT Infrastructure

POSITION INFO:

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 KPA’s or SLA’s
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 2^ndline 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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