RESPONSIBILITY OF JOB: The incumbent will report directly to the Information Technology Manager.
As an IT professional in this role, you will be responsible to ensure helpdesk administration and user communication is maintained.
Your role will also involve documenting and administrating business improvement processes and procedures within the organisation.
The candidate should possess customer facing abilities, excellent written and verbal communication skills, and be capable of articulating technical concepts effectively to both technical and non-technical stakeholders.
Main Duties and Responsibilities: Helpdesk first-line and second-line support for but not exclusively:
Networking
Printing
Software Applications
Local Area Network
Wide Area Network
Telephony & Voice over IP
IT Asset management
Supplier & contract management
Risk Management & compliance
Assisting the team with any Disaster or data recoveries
Drafting and updating of IT documentations and policies
Understanding of IT budgets and budgetary process
Support of Operating Systems and Hardware/Software configurations including but not exhaustive:
Windows Workstations
Windows Servers (On-Prem & Cloud)
Servers - Virtual Machines
Domain Controllers
Microsoft suite of products
Any other ad hoc assignments requested by the Group Information Technology Manager that falls within the skills and responsibilities of the job description.
Knowledge: Helpdesk application preferably Freshdesk
Mimecast
Firewall & Security
Microsoft 365
Active Directory (Azure)
ERP application Sage X3
Adequate IT knowledge which includes an understanding of IT concepts, systems and functions
Understanding of SD-WAN / LAN infrastructure
Understanding network routing and routing troubleshooting.
Technical Competances: Advanced Verbal and Writing skills.
Good Negotiation skills.
Planning and Organising skills.
Behavioural Competencies.
Behaviour Competences: Analytical skills.
Project management skills.
Ability to engage with customers and suppliers.
Ability to establish and maintain strong relationships.
Attention to detail.
Focused.
Minimum requirements: Diploma/Degree preferably in IT
NQF Level 5-6, MCSE
2-4 years IT experience on helpdesk administration
2-4 years technical IT knowledge
1-2 years Sage X3 / ERP support would be advantageous
Some travel may be required from time to time.
NOTE: The above points do not constitute the incumbents sole job function; the incumbent should use these points as a guideline.
The incumbents direct superior can request the incumbent to complete other tasks that are in line with the Job Specification.
