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.
