IT Technician Technical I, IT Operations

Job Title:

IT Technician Technical I, IT Operations

Job Description

Provides end user support across the organization’s desktop, network, telephony, and application(s) environment. The candidate will maintain, analyze, troubleshoot, and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail, and problem-solving capabilities. Excellent proven skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.

Responsibilities:

• Support/troubleshoot local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills.
• Hands-on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
• Evaluate scenarios to effectively capture & recommend inputs to help make decisions on process exceptions.
• Troubleshoot & coordinate for high impact/severity 1/2 issues & communicate real-time updates to the BRC team.
• Hands-on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management.
• Support onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing & failover by completing/coordinating checkouts on the floor.
• Ensure compliance and security for the site. Maintain systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
• Hands-on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
• Raise change requests with supporting artifacts as defined in the process.
• Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
• Installation of Encryption software on all the desktop/laptops to ensure compliance.
• Achieve and Maintain high IT VOC scores from operation teams.
• Willingness to work predominantly in night shifts, 24/7 environment.

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements:

Time Type:

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