Technical Support II, IT Operations

Concentrix; Cape Town; In loco; ZAR 420.000 - 660.000; Tempo pieno

Descrizione del lavoro

Concentrix is seeking a Technical Support II, IT Operations to provide end-user support across desktop, network, telephony, and application environments. The role includes maintaining systems, troubleshooting, and escalating incidents to meet SLAs.

The ideal candidate will have strong communication, attention to detail, and end-to-end accountability for keeping the on-premises network operating smoothly. Responsibilities include L1 support across infrastructure, image readiness, patch

Competenze

• 3-5 years of experience supporting desktop, network, server, voice, and application environments in IT Operations or technical support.
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, file servers, and SCCM imaging.

Mansioni

• Provide L1 support for network, server, voice, desktop, application, and telephony infrastructure.
• Coordinate incident management and Sev1 incident support.
• Validate image readiness and keep systems patched and up-to-date.
• Support IT security, audit readiness, and business continuity practices.
• Supervise a team of 5–10 members with scheduling, feedback, and reporting duties.
• Complete mandatory training and conduct regular 1:1 meetings.

Conoscenze

Active Directory

Group Policy

DNS

DHCP

IT Incident Management

End-user Support

Communication

Strumenti

SCCM imaging

Endpoint encryption

Descrizione del lavoro

The Technical Support II, IT Operations role provides end-user support across desktop, network, telephony, and application environments. This role maintains, analyzes, troubleshoots, repairs, replaces, and upgrades computer systems, hardware, software, and peripherals while serving as an escalation point to help ensure incidents and tickets are resolved according to SLAs. The ideal candidate brings strong communication, attention to detail, sound judgment, and end-to-end accountability for keeping the on-premises network operating effectively.ResponsibilitiesParticipate in Incident Management, including Sev1 incident support, production floor validation, artifact collection, Ping/Trace Route analysis, and coordination with technical teams to isolate and resolve issues.Provide L1 support for network, server, voice, desktop, application, and telephony infrastructure, including Concentrix and client-owned equipment as applicable.Support new transitions by ensuring image and desktop readiness, validating SCCM images, and keeping systems updated with required patches, service packs, customer software, and documentation.Support IT compliance, security, audit readiness, and BCP testing across PCI, HIPAA, COPC, ISO 27001, SSAE, endpoint encryption, access controls, failover testing, and required documentation.Oversee and coordinate a team of 5–10 team members, including scheduling work hours and shifts, providing real-time performance feedback, assisting with hiring activities, and preparing reports and updates for management.Complete all assigned, mandatory training within the timeframe provided.Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.Qualifications3-5 years of experience supporting desktop, network, server, voice, telephony, and application environments in an IT Operations or technical support setting.Working knowledge of Active Directory, Group Policy, DNS, DHCP, file servers, SCCM imaging, endpoint encryption, patching, and desktop compliance controls.Ability to troubleshoot hardware, software, network, and peripheral issues while managing tickets and incidents in line with SLA expectations.Understanding of IT security, compliance, audit, and business continuity practices, including PCI, HIPAA, COPC, ISO 27001, SSAE, and BCP requirements.Strong communication, problem-solving, prioritization, documentation, and attention-to-detail skills.Ability to manage health checklists, asset and software inventory validation, bandwidth consumption reporting, and operational updates on daily, monthly, quarterly, half-yearly, and yearly schedules.Willingness to work rotational shifts in a 24/7 environment, including predominantly night shifts as required.Nice to have: Experience overseeing or coordinating a team of 5–10 people, including shift scheduling, real-time feedback, hiring support, and management reporting.#LI-Onsite