2nd Line Support Technician - Johannesburg
Key Performance Areas
Key Tasks (By KPA for clarity)
Maintain high availability infrastructure
Conduct research on latest networking
Perform general administrative functions
Other requirements
Physical activities
When the job will be performed
Where the job will be performed
Essential Qualifications (Have-to-Have)
Desirable Qualifications (Nice-to-Have)
Essential Experience (Have-to-Have)
Desirable Experience (Nice-to-Have)
Knowledge and Skills
- 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., IVRs 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
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