Job Description

Company DescriptionKaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change.Resolving IT related issues and working with 3rd party suppliers, specialists and business departments to investigate, diagnose, and resolve IT related issues. Provide support, assist in reporting, ensuring deadlines and outstanding work has been completed on time. Ensure communication flow on all outstanding issues.Job requirements:

• Co-ordination, resolution and reporting of all technical operational tasks (includes access management (including User provisioning, Deprovisioning and Password management), incidents, major incidents, problems, change requests and service requests).
• Troubleshoot and resolve issues with telephone lines, IVR and network issues.
• License management (allocation and deallocation of licenses).
• User Training where applicable.
• Testing of lines, network and system for high availability.
• Investigate, Diagnose and resolve tickets and take ownership of all IT related tickets.
• Develop a deep understanding of the various applications and assist in supporting applications for end users.
• Perform change management, configuration management of all applications.
• Troubleshoot and resolve issues related to applications to ensure high availability of service.
• Troubleshoot and resolve VOIP based telephony issues to ensure high availability of service.
• Troubleshoot and resolve server and network-based issues to ensure high availability of service.
• Implement and maintain security controls across all systems.
• Where applicable, work with SMEs in the relevant IT field to ensure resolution of tasks.
• Informing management and escalating tasks as necessary.
• Perform root cause analysis of complex system problems and provide corrective actions.
• Implementing IT projects, associated tasks and working with relevant 3rd party stakeholders.
• Report on and Analyse metrics to evaluate Service desk, IT system performance and recommend improvements.
• Maintain and adhere to Standard Operating Procedures for IT related matters.
• Deliver support to internal and external stakeholders on IT related challenges.
• Identification, evaluation and implementation of new systems to improve IT service offered to internal and external stakeholders.
• Mitigate IT risks as identified.

QualificationsQualification:

• BSc in Information Technology/Computer Science or similar tertiary education in the IT field

Knowledge/Experience:

• Minimum 5 years experience in end user support
• Experience in supporting call centre management systems/Omnichannel advantageous
• Minimum 5 years in a similar role with hands-on experience on server and network support
• Proficiency in Network Concepts and Network Security Best practice Knowledge
• Minimum 2 years experience in supporting VOIP based telephony systems
• Experience in cloud technology advantageous
• ITIL knowledge

Additional InformationCOMPETENCIES & ATTRIBUTESAttributes

• Excellent problem-solving skills backed by solid technical knowledge.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• A versatile and service-oriented mind-set.
• Good communication skills.
• Understands the importance of documentation.
• Open to learn, but also willing to teach.

Kaelo