Cape Town: It Helpdesk Technician T3 posted by Dash BPO South Africa (Pty) Ltd

Job Summary

Job Summary

The IT Technician plays a critical role in resolving high-level technical issues and managing complex IT problems. This position requires in-depth knowledge of IT systems, a proactive approach to troubleshooting, and a commitment to providing exceptional service. The successful candidate will be adept at working with various technologies, including network infrastructure, servers, cybersecurity protocols, and enterprise software applications.

Key Responsibilities

Advanced Troubleshooting & Problem Resolution

• Address escalated issues, employing advanced diagnostic methods for server, network, hardware, and software incidents.
• Identify root causes of complex IT issues and apply strategic problem-solving techniques to ensure a permanent resolution.

System Maintenance and Optimization

• Conduct regular checks on critical IT systems and make recommendations for improvements.
• Work on performance tuning, patch management, and configuration for operating systems, applications, and network devices.

Network and Infrastructure Support

• Provide expertise in maintaining and troubleshooting network infrastructure, including LAN, WAN, firewalls, and VPN connections.
• Support the deployment, management, and monitoring of enterprise networking equipment and servers.

Documentation & Knowledge Transfer

• Create and maintain comprehensive documentation for IT processes, resolutions, and system configurations to facilitate knowledge sharing and training for Tier 1 and Tier 2 support.
• Act as a mentor for junior IT support staff and participate in training initiatives to build technical expertise within the team.

Customer Service and Stakeholder Communication

• Work closely with internal teams, vendors, and customers to provide timely updates on issue resolution progress.
• Communicate complex technical information in a clear, concise manner that is understandable to non-technical stakeholders.

Incident and Problem Management

• Assist with the development and implementation of incident response strategies, supporting continuity and incident management practices.
• Participate in post-incident reviews, suggesting improvements to prevent recurrence and enhance overall service delivery.

Project Support

• Collaborate with IT project teams on infrastructure upgrades, migrations, and rollouts, ensuring supportability and adherence to best practices.
• Provide input on new technologies and tools that could improve IT services, focusing on reliability, scalability, and security.

Required Skills and Qualifications

Technical Expertise

• Strong understanding of operating systems (Windows, Linux, macOS), server administration, and virtualization technologies.
• Proficiency in network protocols, firewall configurations, and VPNs, with certifications like Cisco CCNA or CompTIA Network+ preferred.
• Experience with cloud platforms (AWS, Azure, or Google Cloud) and enterprise software solutions is a plus.

Problem-Solving Skills

• Exceptional analytical and troubleshooting skills with the ability to address and resolve complex technical problems.
• Ability to assess situations quickly and recommend effective and lasting solutions.

Communication & Documentation

• Excellent verbal and written communication skills, with the ability to explain complex concepts to diverse audiences.
• Strong documentation skills for process recording, knowledge-sharing, and incident tracking.

Educational and Experience Requirements

• 3-5+ years of experience in a technical support role, with at least 2 years at a Tier 2 level or above.
• Industry certifications such as CompTIA A+, CompTIA Security+, Microsoft Certified Solutions Expert (MCSE), or similar are highly desirable.

It Helpdesk Technician T3 position available in Western Cape, Cape Town. This job position was posted by Dash BPO South Africa (Pty) Ltd. The job has been posted as a premium ad on 2024-11-02 at 13:01:19 in the It Computer category

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