Senior Help Desk Technician (Centurion)

SUMMARY:
Job Purpose:

• Act as the single point of contact for Level 1 through Level 3 IT support, taking ownership of issues from initial troubleshooting to escalation and resolution. Provide support to branch users for general IT issues, including hardware, software, and connectivity troubleshooting. Assist head office users with support queries, system access, and application troubleshooting.
• Manage Office 365 user accounts, including creation, modification, and deactivation of accounts. Assign and manage Office 365 licenses, ensuring proper allocation and compliance with organizational needs. Provide support for Office 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Manage Active Directory user accounts, groups, and permissions. Perform password resets, account unlocks, and other AD-related tasks.
• Support and maintain Windows servers, ensuring they are secure, updated, and operational. Monitor and perform regular backups to safeguard critical business data.
• Maintain and troubleshoot internal business applications, ensuring uptime and usability for staff. Collaborate with developers or third-party providers to resolve application-related issues.
• Assist with SQL queries, database maintenance, and troubleshooting when required.
• Assist in maintaining and troubleshooting network devices, including switches, routers, and wireless access points.
• Collaborate with the team to manage and troubleshoot FortiGate firewalls (beneficial).
• Support and maintain VoIP systems, ensuring smooth communication across the organization (beneficial).
• Maintain detailed records of support incidents, resolutions, and IT assets.
• Prepare and update documentation for internal IT processes and systems
• Excellent Troubleshooting skills with rapid resolution
• Performs daily checks:
  • ISO4501 ICT Policies and Procedures
  • Contributor in POPI ICT Policies and Procedures
  • Assist CIO in ensuring that the ICT Portal is up to date with the latest As-build documentation
• Maintain and manage HCI infrastructure
• Oversee and support operational colleagues with level 3 support

• BSC Computer Science or equivalent
• L1 LAN Network (3 + years’ experience)
• L1 Wireless Network (3 + years’ experience)
• L1 Active Directory (3 + Years Experience)
• L2 Windows Servers (4+ years’ Experience)
• L2 Printer Support (4+ Years Experience)
• L2 Hardware Support (4+ Years Experience)
• L2 Windows support (4 + years’ experience)
• L1 MSSQL (3+ Years Experience)
• L2 Microsoft Office Support (4+ Years experience)

POSITION INFO:
Kindly apply if you meet the minimum requirements. Should you not hear back from us within 2 weeks consider your application as unsuccessful.