Responsible for providing ICT support to customers and assisting other support technicians. Resolve support requests, covering hardware software, networks, the Internet and other IT-related systems. Monitor all critical systems and respond to alerts generated by these systems as required. Duties and responsibilities Provide Intermediate IT support to customers and colleagues as required, covering software, hardware and other IT related matters, either face-to-face, over the phone, via email or “remotely”, to help set up systems and / or resolve issuesInstall and configure new IT infrastructure equipment, including hardware, software, operating systems and related applicationsSet up new Users’ accounts and profiles on Servers and resolve any password issuesTroubleshoot server and network problems, diagnosing and solving hardware, software, network or other related faultsAcknowledge support request ticket(s) and accurately record, update and document progressHelp with the assessment, development, implementation and support of issues raised by customersPerform other duties and responsibilities as assigned and requiredRespond within agreed time limits to requests for supportTake responsibility for the smooth operations of all “Client/Sites” core infrastructureConfiguration of software including email, antivirus or any third-party applications requested by the customer – Excluding software that requires outsourced supportProvide support for any IT related issue as direct by managementLiaise with external suppliers/vendors for the repair of equipment / software under warranty or maintenance contract.Take ownership of escalations and professionally manage them through to resolutionEnsure all incidents, issues and changes are recorded through the ticketing systemProvide hands on escalation support for all IT teams and colleaguesProactively manage assigned sites and suggest improvementsProvide support for all IT related projects (out of hours working, occasional nights and weekends as required)Provide weekly reports to management for all critical issues at assigned “sites”Completing Timesheets and Travel Claims dutifully and diligently and correctlyRequest quotes with proper information on hardware/softwareManage / Assist mid and junior “site” engineers with daily duties and projects, as requiredAssist Junior / Midlevel Technicians where required / requestedCreates/maintains documentation for “sites” in WikiContact/Update clients on any/all changes during maintenance/troubleshootingAdvanced Maintenance / Troubleshooting / Installation of client Servers/Network devicesKey Performance AreasEnsure all hardware and software installations and configurations comply with company policiesand standards.Sites in technician’s care are running optimally without repetitive faultsMaintain average ticket resolution of 48 hours, meeting or exceeding SLA’s.80% First-time resolution on support requestsJob Type: Full-timeRequirements:2 years working experience with the following: Microsoft 365, Azure, Virtualization, Storage (backups), Active Directory Management, VOIP – with a minimum ofReliable transportation along with a valid South African driver’s licenseA combination of the following certifications or university equivalents relevant to the intermediate-level technician position we’re hiring for:CompTIA A+ (Core 1 and Core 2)CompTIA Network+CompTIA Security+AWS Certified Solutions Architect – AssociateVMware Certified Professional (VCP)Certified Information Systems Security Professional (CISSP)VOIPBachelor’s degree in Computer Science, Information Technology, or a related field.Apply for this position at ASG Name * Number * Email * Upload CV * By clicking “Submit”, you have read and agree to ASG’s Privacy Policy and that you give consent to the given information being used by ASG to contact you regarding your enquiry.#J-18808-Ljbffr