ICT Support Technician

JOB OVERVIEW

We are looking for an ICT Support Technician to join our IT Department at our head office in Stellenbosch, South Africa.

The incumbent will primarily support staff and their associated work equipment and services, as well as other corporate ICT infrastructure services during office and on-call hours.

Duties and responsibilities include the following, but are not limited to:

Key Responsibilities

  • Provide technical support to in person, telephone and email requests from users for all ICT servers, hardware, software and associated peripherals.
  • Technical support includes software troubleshooting, hardware troubleshooting, WIFI/VPN connectivity troubleshooting and peripherals such as printers troubleshooting.
  • Generation and update of tickets within the IT Support Ticket system utility for the purpose of tracking open support issues. This includes documenting the progress and outcome of high-impact support calls and contributing to the root cause analysis process.
  • Pro-actively providing information to users on the progress of outstanding support calls, including procurement requests.
  • Monitoring VASTech Systems Health and continuity locally and remotely, in and after hours, for the purposes of continuity.
  • ICT user hardware and software asset tracking.
  • General IT Infrastructure support.
  • Coordination with response, callouts to premises on response and lock up when needed.
  • Fire Safety System administration.
  • Providing assistance with the pre-deployment testing of general systems before installation and commissioning.
  • Providing assistance with commissioning, including new hardware.
  • Ordering and Asset Management of ICT Equipment.

Maintenance of the VASTech Network Infrastructure, including:

  • Hardware troubleshooting;
  • LAN/WAN troubleshooting, as well as;
  • Network and Internet access.

Managing Access Control systems including:

  • Access Control System management/maintenance;
  • Access Control System enrolments,
  • Alarm System Administrator.

QUALIFICATION & EXPERIENCE REQUIRED

  • A 3-year tertiary qualification (CTU, Centurion Academy, a University of Technology, etc.).
  • One or more of the following courses: A+, N+, MCSE, Cisco CCNA, RHSE. International certification would be advantageous.
  • A minimum of 5 years relevant experience.

SKILLS & KNOWLEDGE REQUIRED

  • Microsoft Office Suite
  • Microsoft Exchange Server, WSUS, AD
  • Anti-Virus Software
  • Backup technologies
  • Infrastructure Monitoring software
  • Experience in the installation and troubleshooting of one or more of the following Operating Systems and Applications: Windows 10, Mac Operating systems, Windows & SQL Server 2008 – 2019, Linux etc.
  • Must have at least midlevel knowledge of routing, switching, IP addressing & FW rules
  • Network Cabling and Crimping
  • Proven telephonic and onsite support history
  • Willingness to travel internationally

The following desired skills will be advantageous:

  • Experience with virtualization technologies – HyperV, VMware, Proxmox.
  • Ubiquity and Mikrotik technologies.
  • Network switch administration.
  • Polycom Video Conferencing technologies.
  • NVR / DVR camera technologies.
  • Python, PowerShell and other scripting skills.

PERSONAL ATTRIBUTES

  • Have analytical problem solving skills
  • Be able to work as part of a diverse team with different skills
  • Be able to self-manage, especially when operating alone with remote support
  • Have excellent communications skills
  • Have a need to continuously upskill
  • Have a “can do” attitude to any type of work that needs to be done
  • Be able to balance work and life
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