About the position
PRIMARY OBJECTIVES:
- Provide support for all client end users remotely on both hardware and software including the operating system, office applications, various customer applications, printers, etc.
- Provide timely resolutions of system and/or application problems and follow through to completion.
- Assist in managing day-to-day IT initiatives
- Onboard new clients according to standard procedures, documenting the clients' infrastructure for review and use by all engineering team members
- Assist in documentation and training to enhance client experience
- Configure and maintain network elements, computer systems and other related equipment
SECONDARY OBJECTIVES:
- Document daily work through ticketing system
- Providing advanced technical support to end-users via phone, email, for hardware and software issues.
- Diagnosing and resolving complex software problems, including operating systems and office productivity applications, and escalating more difficult issues to higher-level support teams.
- Configuring and maintaining desktops, laptops, printers, and other peripheral devices, including troubleshooting hardware issues.
- Managing and maintaining an accurate inventory of all IT equipment and software, including tracking equipment warranties and service agreements.
- Coordinating with third-party vendors for repairs and maintenance of IT equipment and software.
- Assisting with the deployment of new hardware and software to end-users.
- Assisting with the design and implementation of IT-related projects, such as hardware or software upgrades.
- Providing training and support to end-users on software and hardware use.
- Assisting with user account management and access control.
- Maintaining accurate and up-to-date documentation of IT processes and procedures, including creating user manuals and training materials.
- Perform other duties as assigned
COMPETENCIES:
- Desktop and user support
- Active Directory
- Networking concepts
- Must have excellent technical ability
- Experienced in NetOps Africa minimum skill set (below)
- Customer oriented, solid business acumen, and excellent communication skills
- Proven track record of performance against goals year over year
EDUCATION/EXPERIENCE:
Optional qualifications Include but are not limited to:
- Virtualization Technologies (VMWare, Hyper-V, Citrix, etc.)
- Windows Server 2008, 2012, and 2016, 2019
- Cloud Solutions (Azure, AWS)
- MAC OSX
- Certifications: A+, Network+ (recent certification or recertification)
- Ability to work independently
- Excellent customer service skills
- Some knowledge of IT best practices and ability to use best judgment to service clients' needs
- Adaptability in various business cultures and environments
- Ability to effectively communicate both orally and in writing, with all levels of internal and external professionals, especially professionals with non-technical understanding.
Desired Skills:
- Azure
- AWS
- Windows
- Vmware
- Hyper-V
- A+
- Network
- Ccna
- CCNP
Desired Work Experience:
About The Employer:
NetOps Africa
We are a South African-based network operations center dedicated to delivering top-notch IT services to American businesses. Our proficient team of technicians is all about ensuring smooth and efficient network operations for our valued clients.
With the growth of our client base, our dedication to delivering unparalleled service is steadfastly growing as well. We're resolutely devoted to becoming a reliable partner for American firms and MSPs in search of operational services during and beyond regular hours, along with offering our expertise in the Employer of Record (EOR) domain.
Our comprehensive range of services covers round-the-clock monitoring and support for network systems, proactive maintenance geared towards thwarting downtime, and speedy resolution of any network glitches. We truly grasp the significance of dependable network operations, and our primary objective revolves around granting our clients peace of mind through our adeptness and unwavering commitment to service excellence.
What sets us distinctly apart from the competition is our unparalleled blend of South African technical prowess and a wealth of American business experience. Our squad is expanding, and we take pride in housing adept IT professionals driven by their passion for technology and exceptional customer service. Our mission is underlined by the pledge to provide services that are not just of high quality but consistently surpass the expectations of our esteemed clients.
