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Technical II

IT Operations

Ubicación

Durban, South Africa

Idioma

English

Provides end user support across the organization’s desktop, network, telephony, and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. This position also regularly exercises discretion and judgment to determine priorities, appropriate action plans and is accountable from end to end to ensure the on-premises network is up and running correctly.

Active participation in Incident Management. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.

Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.

Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines.

All security controls are implemented starting with Active Directory group policy deployment on all production desktops.

Support BCP test for IT infrastructure, links/firewalls specific to all accounts. Documenting failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.

Ensuring compliance & security for the site. Maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.

L1 support for all network, server & voice infrastructure for CNX and client owned equipment as applicable.

HDD encryption on end points, Desktop validation, OU Users Policy validation & Computer OU Policy validation

Validating these controls like printer permissions, AD Users & computers permissions for restriction of c: drive permission, saving rights, software installation rights & software deployment on desktops.

Validation & updating of images & documents on SCCM servers to ensure all images are updated with latest patches, customer software, Service Packs etc.

Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.

Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.

Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.

Scheduling work hours & shifts, providing real time feedback on resource performance, assisting in hiring activities, providing reports & updates to management.
Complete all assigned, mandatory training within the timeframe provided.
Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Requirements:

6.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent

Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.

Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers

Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI