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Role Overview:
This is an excellent opportunity for someone to develop their technical experience and career in a fast paced but rewarding environment. Analyses, troubleshoots, repairs and resolves any technical problems on supported equipment to the component level. Maintains records and histories of all repaired components and communicates with management and other corporate departments, as well as outside vendors, on problems encountered, and suggests possible improvements.
What are the key responsibilities?
• Provide telephone support to corporate technical and non-technical staff.
• Record and log all support calls in call tracking system.
• Monitor performance on servers and take corrective measures.
• Monitor and analyse the operation of systems and equipment to ensure proper functioning of hardware and software.
• Work pro-actively and responsibly to ensure high performance, high reliability, and rapid trouble resolution of the network(s) including hardware and software
• Identify and resolve problems utilising structured troubleshooting methods, techniques and tools for systems, applications, data communications and electromechanical equipment.
• Perform routine systems maintenance, such as backups and disk maintenance.
• Follow procedures for change management and coordination.
• Notify management and customers of system and network troubles through a tiered notification and escalation process.
• Installations, upgrades and supports desktop and server hardware, operating systems, middleware, messaging, and network architectures.
• Support technical staff and vendors in diagnosing/correcting hardware problems.
• Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, drawings and system documentation including operating manuals and contact lists.
• Research, evaluate and analyses end-user operations and support processes, making recommendations to management on methods for optimizing and improving overall customer service.
• Analyse and evaluate 3rd party software products available in the marketplace for potential implementation, making recommendations to management.
• Provide working knowledge of laptop operations, setups and technologies including remote access and secure access protocols.
• Provide working knowledge of network topologies, networking operating systems, protocols, and cabling.
• Provide working knowledge of PC utilities and anti virus software.
• Provide training and guidance for technical and non-technical staff.
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