Senior IT Helpdesk Technician Job Durban area,South Africa,IT/Tech

Job Description Key skills/attributes/position-specific competencies:

The following indicates what would typically be expected for this role at a competent level:

After-hours availability for critical support where required. (Moved to the top of this list)
Knowledge of Microsoft Desktop and server applications.
Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
Excellent written and verbal communication skills – especially in writing professional reports.
Strong telephonic and written etiquette.
Information technology system support skills.
Excellent Microsoft Office skills.
Negotiation and networking skills.
Professional and punctual approach.
Commitment to customer service and exceptional attention to detail.
High level of integrity and confidentiality.
Able to work under pressure.
Highly self-motivated.
Systems troubleshooting.
Accountability.
Information-seeking.
Problem-solving.
Personal development.
Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
High level of ethics to ensure corporate responsibility,

Responsibilities

Job Responsibilities:

Act as an Escalation point for technical support for all IT Helpdesk services.
Management of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
Management of any escalations relating to IT infrastructure.
Ability to administer user accounts on Active Directory.
Manage escalations related to IT infrastructure, including coordinating with Level 2 and Level 3 support teams and external vendors to resolve complex technical issues.
Monitor and communicate connectivity disruption, service interruption, and backup alerts to the business promptly.
Interacts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.

Build on KMDB & Documentation Reporting

Compile technical standard operating procedures for all known errors.
Compile and provide daily incident, service request, and change management reporting.
Compile and verify printer audits:
Printer readings and printer locations
Maintain records and prepare clear, complete, and concise reports.

Technical support

Assists in troubleshooting technical problems reported or escalated, including software, hardware, communications, network‐related problems and third-party products for Hollywood Group/BET Software end users;
Independently resolves routine problems; recognizes problems which require a higher level of expertise.
Provides maintenance support and repairs on desktop computer systems; installs operating system upgrades; configures system software; monitors hardware, mobile devices, audio visual, and software performance.
Builds and assembles personal computers.
Analyses system failures, notifies appropriate personnel, and takes appropriate action.
Assist with network design and strategic planning
Define root causes and offer technical specialist solutions to the rest of the team
Provider of new fixes that are documented for use by Grads, Tier 1 , and Tier 2 personnel
Perform a variety of specialized technical tasks in the installation, maintenance, and repair of information technology and telecommunication systems.
Configures, documents and distributes new equipment and software to users; maintains records, including a complete and updated inventory of all computer equipment, data communication equipment, and network software versions.
Proven record in developing work plans, procedures, and schedules to ensure assignments / projects are completed in a timely and efficient manner.
Assists in providing end user training for equipment and software within scope of network operations.
A researcher and evaluator of various hardware and software technologies; assisting with analysis and recommendation of hardware/software solutions.
Installation and maintenance of network and standalone printers.
Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
Assist with antivirus products.
Troubleshooting of VPN connections using Fortinet solutions.
Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
Log all issues correctly and accurately in the ticketing system
Proven knowledge of Methods, tools, and techniques of testing,…