Purpose of the RoleTo provide 2nd Level Support for Cloud, Desktop, Server, and Networks for Lesedi IT Systems across all sites.
Key Performance AreasAttend and close Servicedesk calls within SLA timeframeManage, maintain, and support VoIP systemsOversee printers/plotters company-wide, including reportingSupport and maintain SDWan (FortiGate, Sonicwall, etc.)Manage Wi-Fi AP and controllers company-wideSupport Lesedi software applications (Engineering software)Provide cloud support to end-users (e.g., Office 365)Set up and maintain procedures, guides, and SOPsProvide end-user training and inductionAssist with laptop/desktop lifecycle managementManage network cabling and switch supportOversee NOC dashboard monitoring and call loggingMonitor UPS functionality across all server room sitesLiaise with 3rd party vendors for hardware and software supportAssist with server setup/management/maintenanceSupport ICT Manager with site initiation and planningParticipate in DR testing as requiredProvide monthly reporting and feedbackMaintain current ICT training to ensure optimized business supportQualificationsIT Degree or 3-year IT DiplomaCompTIA A+, Network+, Server+ITIL certificationCCNA or three years of Cisco/Aruba level switch management experienceFortiGate experience (Advantage)Equivalent MCSA or MCSE (Advantage)ExperienceMinimum 3 years of relevant working experienceIntermediate level experience in:Servicedesk/Helpdesk and Application SupportVoIP, Printer, Network, and Server SupportDesktop Support (Laptop, Desktop, Printers, Networks, Office Applications)Adobe AcrobatMultifunctional Printer support and vendor managementExperience with VMWare/Nutanix (Advantage)Cloud services experience (Advantage)Office 365 Administration (MS Teams, SharePoint, OneDrive, Exchange)CompetenciesKnowledgeIntermediate understanding of:Laptop/Desktop systemsPrinter technologiesNetwork infrastructureServer environmentsVoIP systemsERP systemsVarious applicationsMobility solutionsSkillsProficient in providing support for:Laptops/DesktopsPrintersNetworksServersVoIP systemsERP systemsVarious applicationsMobile devicesStrong problem-solving abilitiesExcellent communication skillsBehaviourCustomer-oriented approachAbility to work under pressure and meet SLAsProactive and self-motivatedTeam player with the ability to work independentlyContinuous learning mindset to stay current with IT trendsFlexible and adaptable to changing technologies and business needs
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