IT Support Technician

Minimum Requirements:

• Matric
• A+ or equivalent technical qualification
• N+ or equivalent technical qualification
• MCSE, or similar
• 1 - 3 years relevant experience

Required Skills and Knowledge:

• Microsoft Windows 7, 8, 10
• Microsoft Office 2010 - 2016, 365
• Mac OS
• Remote Desktop Support
• Networking diagnostics
• Wired and Wireless Networking
• Printer Troubleshooting
• Gmail and GSuite support
• Setup, configuration, and troubleshooting of desktop/notebook hardware and software
• Supporting standard end-user applications
• Supporting printers and print services
• Working knowledge of network services (i.e. DNS, SMTP, DHCP, etc.)
• Cloud Service Support
• Ability to perform basic repairs on laptops, desktops and some peripherals
• Salesforce administration (desirable)
• Data Analytics setup and interpretation (desirable)

Key Accountabilities:

• Maintain records of software licenses and assets.
• Assign software licenses and manage access.
• Manage stock of equipment, consumables and other supplies.
• Manage HH CCTV, ensuring on-time and accurate functioning and managing requests for footage.
• Monitor compliance with IT processes and rules.
• Assist with onboarding and offboarding employees.
• Manage GSuite and email related support / setups.
• Manage Slack subscriptions and access.
• Report on system performance and use.
• Manage and maintain the VOIP phones and system.
• Manage Twilio instance and analytics.
• Install, maintain, and configure required software.
• Act on IT support tickets and requests from employees, escalating for approval as required.
• Plan and undertake scheduled maintenance and keep maintenance records.
• Assist with audio-visual requirements for meetings.
• Repair equipment and replace parts.
• Request quotes from suppliers.
• Configure and maintain printers.
• Keep Hearing Hub PCs updated: new passwords and software updates every month.
• Enforce and monitor HIPAA and GDPR compliance on desktops.
• Manage work files and change logs for traceability.
• Maintain internal networks.
• Plan network requirements.
• Manage internet connectivity and speed.
• Manage internet access, routers, maintenance
• Manage user access.
• Maintain network hardware.
• Manage accounts and supplier relationships.
• Perform upgrades and maintenance on systems.
• Manage Salesforce licenses (including supplier liaison).
• Assign and manage licenses internally.
• Manage User setup and configuration.
• Manage User permissions.
• Manage Salesforce Admin setup and configuration.
• Document Of Salesforce setup processes.
• Troubleshoot system and help log and fix errors.
• Offer on-site support to users.
• Setup and maintenance of TVs in the Hearing Hub with relevant, real-time analytics.