Job Description

Tier 2 Helpdesk Engineer - KZNFull job descriptionRequired skills and Qualifications:Qualifications:Degree/Diploma in TechnologyN+ certificationMicrosoft Certifications relating to:Office 365SharePointSecurityTeamsSkills and Experience:7+ Years of professional IT experienceN-Central ExperiencePSA (Ticketing system) ExperienceStrong Network and Firewall technical ability (Sonicwall, FortiGate, PF Sense and Untangle)Comprehensive understanding of servers and networks infrastructureComprehensive high-level understanding of PoPi and other Security Standards like ISO27001, CIS, NIST and GDPRExperienced supporting Microsoft 365, SharePoint, Teams and OneDriveComprehensive understanding of email technologies POP, IMAP, ExchangeComprehensive understanding of connectivity technologies ADSL, LTE, Fibre.Understanding the differences between the technologies and their dependencies and unique hardware requirements.Understand PPPOE, APN and static routing. Creation of accounts, configure hardware, troubleshoot connectivity issues telephonically and by email.Understanding of domain registration process and different record types and their functions.Comprehensive understanding of M365 identities and services. Experience in migrations to Exchange Online, SharePoint Online, Teams, OneDrive for Business and Office 365. Troubleshooting and resolution of service and software related errors.Comprehensive understanding of network topologies and experience with physical network implementation and configurationPC and laptop general hardware and software troubleshooting experience. Windows 7-11 and MAC operating systems, MSOffice applications 2016 - 2022 and M365.Excellent written, verbal and telephone etiquette.Excellent attention to detail, process, and procedures adherence.Excellent time management and communication skills.Ability to thrive in a fast-paced, changing environment.Handle pressure situations.Strong organization and time management skills.Excellent task tracking and recording ability.Ability to multitask.Valid drivers license, insurance, and reliable personal vehicle.:Provides setup, troubleshooting and resolution for the following:o Password issues (AD, M365, VPN, etc)o System unlocks.o Microsoft Office applicationso Workstation performanceo Server Operating system and associated roleso Basic firewall and Gateway deviceso Security best practiceo Network and connectivityo Domain hostingo Office 365 Exchange, OneDrive and SharePointo Active Directory and DNSo Printer and Scanningo Wi-Fio Network shares and folder redirectso Understanding the differences between email technologies, namely, POP, IMAP, Exchangeo Configure email forwarding, alias', automatic replies,o Troubleshoot send/receive errors telephonically and by email.o Email accounts (Server Side) on POP, IMAP and EXCHANGEo Email forwarders and autoreplieso Creation and setup email accounts on Windows, MAC OS, Android and IOSo Office applications, other 3rd party application (e.g., Adobe products, Softphones, Pastel, CRMs, etc)Networking:o Make up network cables and patch wall boxes - patch and crimp.o Connect and configure managed network switch.o Label and trace network cableso Network loop and fault troubleshootingo Setup Gateway router with PPPOE, DHCP or Static IPo Setup LAN side DNS and DHCPo Setup, configure, manage, and maintain Unifi Wi-Fio Scope and plan new network installationsProcess support calls and tickets on the Helpdesk:o Open new tickets accuratelyo Perform data collection and initial investigation.o Accurately log all time worked.o Manage and maintain clear communication with all parties via the ticket.o Tracks support activity and update the management system in near real-time.o Closes tickets in the ticket management system with summary resolutionso Create knowledge base articles.o Manage and maintain your service calls and calendar appointments.Analyse issues and provide quotations:o Analyse issues and provide solutions.o Provide clients with upgrade planning and asset rotation recommendations.o Pull reports that support findings and recommendations.o Pull reports on client request.Collaborates with other IT Anywhere technical resources to resolve complex issues.Creates clear, concise documentation in instructional knowledge-based articles.o Create how-to documents on successfully resolving a common issue.o Create system checklists for T1 staff to follow when completing a ticket.o Create KB articles on known issues and resolution.o Create client specific tutorial documents and How To'sProvides onsite support for clients (when requested)o Perform call outs for a multitude of support requirements.o Perform emergency call outs where remote support is not possible.o Perform emergency repairs, hardware collection, deliveries to customers, suppliers and repair centers.o Perform scheduled call outs for projects and other planned onsite support services.Job Type: Full-timePay: R18 000,00 - R25 000,00 per monthApplication Question(s):Do you have your own reliable vehicle?Location:Umhlanga, KwaZulu-Natal (Preferred)

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