IT Support Technician

JOB DESCRIPTION – SYSTEM TECHNICIAN (Support) JOB PURPOSE The System Technician’s primary role is to provide first line support services, resolve incidents, implement authorised changes, system and security updates and upgrades, implement approved system deployments, maintain user accounts and assist with the general maintenance of the IT environment. RESPONSIBILITIESRespond to and resolve incidents, restoring IT (Information Technology) and AV (Audio-visual) services as soon as possible, implementing workarounds if requiredRespond to user support requests, including hardware (PC, laptop, keyboard, mouse, monitor, AV, cameras, lighting, microphones), software and network issuesInstall, configure and maintain the company’s technology assets (including, but not limited to IT hardware, software, applications, LAN, WAN, audio-visual equipment) in accordance with approved policies and proceduresProactively monitor all production systems, including client equipment, desktops, laptops, printers & peripherals, telephones, headsets, servers, routers, switches, firewalls, audio-visual equipment, and any other devices required for the provisioning of business servicesMonitor Internet availability and escalate any availability or performance issues to the service provider and managementImplement new deployments, upgrades and changes in accordance with the approved change management proceduresConfigure and maintain user access to business applications in accordance with the approved security proceduresComplete the handover procedure between shifts, ensuring that all priority issues have been resolved, any outstanding issues are handed over and the next shift is comprehensively briefed on any scheduled projects and changes due to be completed during their shift.Ensure that any spares used during a shift are replaced / re-ordered.Monitor and ensure successful completion of backups, take the necessary action to resolve and re-run failed backups. SKILLS AND QUALIFICATIONS1 year experience in a technical IT support roleA+, N+Networking experience and experience with audio-visual equipment and technologies are an advantageMay be required to acquire new skills and maintain any required certification from time to timeKnowledge of system security principlesProblem solving skills and resourcefulness