About

We do Managed IT Services, office 365 management and sometimes and very rarely AWS management for our customers. Managed IT Services involves helping the customers on premise and support them with the local IT including networking. • Management of assigned IT Service Desk tickets, prioritizing and sharing tickets with other IT employees when necessary • Help the team with ensuring the security of the network and the uptime of servers and systems • Access the impact of technical changes and manage implementation if appropriate • Ensure assigned tickets meet SLAs • Support, configure or deploy end-user devices/operating systems/applications. • Incident Management – Take ownership of and resolve incidents within SLAs and ensure all incidents and requests for work are logged into the Service Desk system • Diagnose and rectify hardware, operating system and file system faults • Troubleshoot problems and make recommendations for modification to rectify faults • Record time spent on tickets and other associated tasks in the ticketing system • Meet the team’s response to resolution time targets. • Escalate incidents and problems for resolution by appropriate employees and vendors • Provide Telephone support as required. • Onsite Support as required. • Other duties as directed by the Service Delivery Manager/Team Leader • Part of the after-hours support team rotation Skills and Experience • Relevant Industry university/tertiary qualification or equivalent in data networking / IT/ Computer studies essential • Minimum of three (3) years relevant experience either in a similar role working with a managed services provider or in a Microsoft Windows-based environment • Knowledge of Microsoft desktop applications – Current Microsoft Windows and Office versions, including current MS certification • Experience supporting Mac devices, including mobile devices • Working knowledge of Microsoft Server applications – Current Windows Server and Microsoft Exchange version, Strong Active Directory/ Azure AD skills, Windows Server management, group policies and file and print services • Understanding of O365 solutions and migration and support experience • Experience in Azure Administration • Basic understanding of networking technologies such as TCP/IP, DNS, DHCP, routing/subnetting, Wi-Fi and firewall technologies • Experience working with Linux/Windows, Citrix environments and CISCO/Juniper/ProCurve & Ruckus networking hardware is highly desirable • Working knowledge of Virtualised Server Environments, including VMWare and Hyper-V • Experience supporting Veeam backup solutions. • Experience with ConnectWise or similar ticketing system • Excellent technical diagnostics and resolution skills