senior it support technician - Pretoria - HR Genie

    HR Genie
    HR Genie Pretoria

    1 week ago

    HR Genie background
    Description

    Job Description

    Your Qualifications:

    • Education:
      • Bachelor's degree or equivalent diploma
      • Microsoft 365 Administrator certification (MS900 & MS102)
      • Microsoft Azure Fundamentals (AZ900) and Azure Administrator (AZ104) certifications
      • A+/N+/Security+ certifications
      • ITIL V3/4 certification
    • Experience:
      • 6+ years of technical experience
      • Proven track record working in Microsoft 365 environments
      • Hands-on experience with Microsoft Azure, including Entra ID
      • Proficiency in enterprise support desk software
      • Desirable: experience in the financial services industry

    About You:

    • People Skills:
      • Effective communication with management, IT Support Technicians, and end-users
      • Manage call volume to exceed customer expectations; escalate issues as necessary
      • Train IT Support Technicians
      • Service Provider Relationships:
        • Attend regular operational meetings with external service providers
        • Maintain open communication and a robust support process
        • Ensure system uptime and availability aligns with key performance indicators (KPIs) or service level agreements (SLAs)
    • Technical Expertise:
      • Stay up-to-date on complex operating systems, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols
      • Resolve intricate support issues; serve as secondary support for IT Support Technicians
      • Provide technical guidance and handle escalated issues
      • Implement instructions according to company procedures
      • Capture comprehensive notes and documentation for every engagement
      • Create and update knowledge base articles
      • Fault tracking and reporting
      • Regular feedback to internal stakeholders and line manager
      • Educate employees on IT matters and Group policies, processes, and standards
      • Address support calls escalated from IT Support Technicians
      • Handle customer support calls
      • Take ownership of each issue to ensure complete resolution
      • Proactively monitor the environment and address problem resources or escalate issues as needed
    • Project Support:
      • Collaborate with software development and sales teams for seamless system delivery
      • Consult with business teams and recommend best solutions/scoping of systems
      • Support project implementation in accordance with company procedures
  • Tech Oversight:
    • Identify infrastructure shortcomings and opportunities for improvement
    • Communicate recurring problems
    • Oversee technological infrastructure

We are looking for a highly skilled professional to join our team.



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