2nd Line Support Technician

About the position

Administer and maintain the infrastructure technology across all branches and multiple data centres.
Key Performance Areas

• Maintain high availability infrastructure
• Conduct research on latest networking
• Perform general administrative functions
• Infrastructure projects

 
Key Tasks (By KPA for clarity)
Maintain high availability infrastructure

• Perform daily maintenance and upgrades of the branch offices and multiple data centre infrastructure (Including cloud services)
• Manage and configure the Wide Area Network (WAN)
• Manage and configure the Local Area Network (LAN)
• Optimize service improvement within the infrastructure environment
• Conduct remote infrastructure support and troubleshooting within prescribed SLAs
• Manage IP addresses
• Maintain infrastructure security (e.g. through access controls, backups and firewalls)
• Monitor and maintain biometrics and smart numbers

 
Conduct research on latest networking

• Develop and assist in Data Centre consolidations
• Cloud Services, Disaster Recovery, Business Continuity connectivity design

 
Perform general administrative functions

• Collaborate and communicate with IT Support teams
• Provide assistance to IT Support teams
• Capacity management
• Reporting within the infrastructure, including monitoring and alerting
• Provide vendor, management and 3rd party partners support
• Establish and maintain a good working relationship with customers and other professionals
• Oversee telecommunications (i.e., IVR’s and smart numbers)

 
Other requirements

• Undertake cross-functional tasks for, and provide assistance to, Network Administrators
• Occasional night-time driving and working
• Liaise with third party providers in a professional manner.
• Undertake UPS operational/functionality checks per prescribed checklist(s)
• Check that OEM UPS suppliers’ maintenance regimes are completed per SLA
• Process “first point of contact” calls for UPS and systems issues and/or failures
• Retrieve camera footage for managers’/supervisors’ review
• Monitor and maintain camera hardware and cabling

 
Physical activities

• Able to lift/carry equipment minimum of 20Kgs
• Working at heights and in confined spaces
• Sharp and jagged finishes to infrastructure and equipment

 
When the job will be performed

• Typically, standard office hours (Monday to Friday 08:00 – 17:00)
• Occasional after hours call outs (including weekends and public holidays)
• Scheduled standby and call out shifts

 
Where the job will be performed

• Predominantly Benoni based
• When required at data centres and other sites.

 
Essential Qualifications (Have-to-Have)

• Matric
• A+ Certificate
• N+ Certificate
• Linux

 
Desirable Qualifications (Nice-to-Have)

• CCNA
• Security+
• LPIC 1
• MCSE

 
Essential Experience (Have-to-Have)

• 3 years in a similar role
• Computer network experience
• Desktop support experience
• Hardware maintenance experience
• Networking Devices experience

 
Desirable Experience (Nice-to-Have)

• Experience in DHCP, DNS and SMTP
• Experience in Firewalls and VPN Solutions
• Experience in Active Directory
• Experience with networking fundamentals and protocols

 
Knowledge and Skills

• Excellent listening and questioning skills
• Demonstrable knowledge in Monitoring tools e.g. Observium and netflow tools
• Communication skills
• Interpersonal skills
• Organisation skills
• Problem solving skills

Desired Skills:

• LAN
• WAN
• IT Infrastructure
• security
• biometrics
• Support Technician