Cape Town: IT Support & IT Systems Support Technician | PKF Cape Town posted by PKF Cape Town

PKF Cape Town is currently looking for an IT Support & IT Systems Support technician to join their growing team!

REQUIREMENTS & COMPETENCIES:

• MCSE qualification.
• Any data governance experience is a good addition.
• 3 Years Minimum work experience at a reputable Managed services provider, Firm, or Company in the field of IT support or IT systems engineer
• Solid Microsoft domain environment experience,
• Solid Microsoft 365 experience,
• Excellent interpersonal skills,
• Excellent troubleshooting skills,
• Basic network understanding

DUTIES & RESPONSIBILITIES will include, but not be limited to:

Business Continuity

Assessment and Planning:

• Review daily backup reports & periodically review backup process
• Conduct “spot check” restores of critical files
• Archive relevant folders & Files

Technology Infrastructure:

• Review RMM alerts on Server
• Review RMM alerts on workstation
• Monitor Network & internet availability

Cloud and remote solutions:

• Monitor & respond to SAAS alerts
• Monitor VPN connections and respond to Wi-Fi issues.

Vendor and Supplier Management:

• Assist with remote connections into our environment to ensure uptime.

IT Security

Security Patches:

• Review security advisories and patch releases from software vendors, operating systems, and third-party applications
• Prioritise patches based on criticality, impact, and relevance to the organization’s systems

Security Policies and Procedures:

• Review current Policies with “real world” requirements
• Enforce security policies and access controls for all systems and applications

Network Security:

• Review monitors and logs
• Implement security protocols and access controls to safeguard the network from unauthorised access
• investigate and respond to alerts

Data Protection:

• Assist users in managing files, folders, and data backup procedures
• Provide guidance on using cloud storage solutions and network file shares

Security Awareness:

• Cultivate a culture of secure best practices throughout the firm

BYOD Device Security:

• Monitor and ensure BYOD controls are still effective

Helpdesk support

Help Desk Management:

• Ensure all tickets are updated and closed with proper resolutions

End-User Support:

• Act as the primary point of contact for end-users’ technical issues and inquiries
• Set up and maintain a help desk system to log and track support tickets
• Provide troubleshooting and technical support for hardware issues, including desktops, laptops, printers, and peripherals
• Assist users with software problems, installations, updates, and configurations
• Assist users with operating system-related issues
• Provide guidance on system updates, patches, and security configurations
• Configure and troubleshoot email accounts for various platforms
• Provide support for communication tools such as Microsoft Teams
• Troubleshoot network connectivity issues for both wired and wireless connections
• Reset passwords and assist users with account lockouts
• Manage user accounts, permissions, and access controls across various systems and applications

Hardware and Software Procurement:

• Deploy hardware and software resources, keep inventory updated of resources.

Collaboration and Communication Tools:

• Ensure collaboration sites and tools are kept healthy and clean, periodically report redundant tools / resources.

Remote Support

• Remote support for users outside the firm (on audits)
• VPN setup and troubleshoot remote access problems for off-site employees

IT Infrastructure

Onsite Servers:

• Develop a patch deployment schedule, ensuring that patches are deployed promptly after testing
• Regularly patch and update server operating systems, as well as server software and applications

Office 365:

• Manage user accounts, licenses, and permissions within Office 365
• Implement/Manage security features like Azure AD Conditional Access and Multi-Factor Authentication
• Monitor email security, spam filters, and malware protection

Local Network – LAN/WiFi:

• Regularly update firmware and security configurations for routers, switches, and access points
• Monitor & investigate firewall and LAN monitor alerts

Capacity Planning:

• Monitor and respond to any consistently low resources

Environment Support:

• Prioritize support tasks based on urgency and impact on the users’ productivity
• Efficiently manage your time to handle multiple support requests and ongoing projects simultaneously
• Manage virtualization platforms to optimise resource allocation and scalability
• Monitor cloud costs and optimise resource usage to control expenses.
• Identify bottlenecks and performance issues in the IT environment and optimize configurations accordingly
• maintain physical LAN/severs & hardware are

Monitoring and Alerting:

• Implement a robust monitoring system to track server, network, and application performance
• Configure alerts for critical events and proactively address issues before they impact users
• Regularly review monitoring reports to identify trends and potential areas for improvement