It / Network Support Engineer

IT / NETWORK SUPPORT ENGINEERLocation: EdenvaleSalary: R30 000CTCSUMMARY: To manage the company network, provide helpdesk support to customers, assisting with hardware and software via on-site and remote working, phone and e-mail.Duties:Manage company network (LAN & WAN)Manage Firewalls (Head office & Branches)To provide technical support, Answering support queries via ticketing system.
(Including phone, email, in person and remote support)Taking clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issuesTo maintain a high degree of customer service for all support queries and adhere to all service management principlesTo take ownership of user problems and be pro-active when dealing with user issuesTroubleshooting system and network problems and diagnosing and resolving hardware or software problemsSetting up new user accounts (Active Directory, Office365) and profiles and dealing with user managementTo escalate more complex calls to a more senior IT Support member in timely mannerMaintain a log of any software or hardware changes & problems detected (Within ticketing system)Support users in the use of computer equipment by providing necessary trainingInstalling and configuring computer hardware, operating systems, and applicationsMonitoring and maintaining computer systems and networksMaintains ISO compliancy and improve processesMaintain and improve network security and complianceComplete daily verifications on all critical systems including but not limited to: Backups, Event logs, Antivirus, Firewalls, MimecastMaintain hosted network infrastructure with emphasis on reliability, uptime, compliance, security.Maintain high degree of professionalismConduct network audits reports as stipulated by Internal and external AuditorsAdhere to Ticketing system procedures with emphasis on ticket completion within allocated SLA timeframesMinimum Requirements.N + networking diploma or minimum of 3 years practical experience in ITPrevious Helpdesk (On-site & Remote) support experienceO365 Exchange Server Administration and Mimecast management will be an advantageTCP/ICP (Networking) and 802.11 (wireless) experienceDomain controller experienceFirewall Management experience (Sophos will be beneficial)General Network Management experience