IT / NETWORK SUPPORT ENGINEER

Professional Resources Partners Pty Ltd; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading company in Gauteng seeks an IT Support Technician to manage their network and provide exceptional helpdesk support. The role involves troubleshooting hardware and software issues, maintaining network security, and ensuring high customer service standards. Candidates should have a networking diploma and relevant experience in technical support.

Qualifications

• Possess N+ networking diploma or at least 3 years of practical IT experience.
• Experience with O365 Exchange Server Administration is advantageous.
• Knowledge of TCP/IP networking and firewall management.

Responsibilities

• Manage company network (LAN & WAN) and firewalls.
• Provide technical support via ticketing system, phone, and email.
• Troubleshoot system and network problems.

Skills

Networking

Technical Support

Customer Service

Troubleshooting

Network Security

Education

N+ Networking Diploma

Tools

O365 Exchange Server

Sophos Firewall

Job description

SUMMARY : To manage the company network, provide helpdesk support to customers, assisting with hardware and software via on-site and remote working, phone and e-mail.

Duties :

1. Manage company network (LAN & WAN)
2. Manage Firewalls (Head office & Branches)
3. Provide technical support, answering support queries via ticketing system, including phone, email, in person, and remote support
4. Guide clients through setup and troubleshooting of systems, face-to-face or over the phone
5. Maintain high customer service standards for all support queries and adhere to service management principles
6. Take ownership of user problems and proactively resolve issues
7. Troubleshoot system and network problems, diagnosing and resolving hardware or software issues
8. Set up new user accounts (Active Directory, Office365) and profiles, managing user accounts
9. Escalate complex issues to senior IT support staff promptly
10. Log software/hardware changes and problems within the ticketing system
11. Support users in operating computer equipment through training
12. Install and configure hardware, operating systems, and applications
13. Monitor and maintain computer systems and networks
14. Maintain ISO compliance and improve processes
15. Enhance network security and compliance
16. Perform daily verifications on critical systems (Backups, Event logs, Antivirus, Firewalls, Mimecast)
17. Maintain hosted network infrastructure focusing on reliability, uptime, security, and compliance
18. Uphold professionalism in all interactions
19. Conduct network audit reports as required by internal and external auditors
20. Follow ticketing system procedures, ensuring ticket resolution within SLA
21. Possess N + networking diploma or at least 3 years of practical IT experience
22. Experience with O365 Exchange Server Administration and Mimecast management is advantageous
23. Knowledge of TCP/IP networking, ICP, and 802.11 wireless standards
24. Firewall management experience, preferably with Sophos