Senior IT Support Engineer - Cape Town, South Africa - Full Circle Selection

Description

The Senior IT Support Engineer is responsible for providing high-level technical support, including the resolution of complex IT issues, overseeing the IT support team, and developing effective IT support workflows. This role involves significant interaction with internal users and requires a deep understanding of IT infrastructure, software applications, and hardware devices.

Key Responsibilities

• Advanced Technical Support: Resolve complex technical issues related to software, hardware, and network systems that lower-tier support staff cannot address.
• Team Leadership: Supervise and mentor junior IT support staff, including scheduling, training, and performance evaluation.
• System Maintenance: Oversee regular system maintenance tasks, ensuring optimal performance and security of IT infrastructure.
• Project Management: Lead IT projects, including system upgrades and migrations, from planning through execution and evaluation.
• Policy Development: Assist in the development and revision of IT policies and procedures to improve efficiency and service quality.
• Vendor Management: Liaise with external vendors to resolve issues that involve third-party software and hardware.
• Documentation: Maintain comprehensive documentation of systems, A/V setups, backups, and other critical infrastructure.
• Emergency Response: Be available to manage and resolve IT issues during emergencies outside of regular business hours.

Skills & Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 5 years in IT support roles,
• Technical Skills: Proficient in managing Windows and Linux server environments, active directory, network configuration, and troubleshooting various IT equipment.
• Certifications: Preferably certified in CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA).
• Soft Skills: Strong leadership skills, excellent problem-solving abilities, effective communication, and ability to work under pressure.
• Project Management: Experience with IT project planning and execution.

Working Conditions

• Typical office environment with regular hours but expected to be available for emergencies and scheduled maintenance during off-hours.

Reporting Structure

• Directly reports to the IT Director or CTO.