Cx Support Engineer - Level 3

Under the direct supervision of the IT Technician / IT Manager, the Junior IT Officer will be responsible for all Email communication systems, IT support for Head Office, and provide basic support to our business units / Parks across Africa.

This role will include but is not limited to tasks such as maintaining Office Tenant, Azure, and Eset Antivirus Tenants.

IT support will include maintaining and troubleshooting LAN, WiFi, printers, routers, and local server infrastructure in addition to end-user device support.

Basic user account management and training on the technology SOP and alignment (and support) of the Technology Portfolio training of policies for staff inductions and refresher / awareness is also included in the portfolio.

The Junior IT Officer will work closely with other colleagues that are working on technology.

Key Responsibilities

1. Ensure that IT and communication equipment is fully operational all the time.
2. This includes backbone network monitoring, Wi-Fi access points, and more.
3. End user device and equipment setup, maintenance, and management.
4. SharePoint (and OneDrive) administration and coordination of training through the Technology Portfolio Trainer.
5. Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
6. Resolving computer problems, monitoring computer-processing systems, installing software, and testing performance of computer equipment and programs.
7. Attend to all computer breakdown / repair maintenance calls.
8. Offer suggestions for possible upgrades and changes with IT equipment.
9. Performing diagnostic tests and debugging procedures to optimize computer systems.
10. Maintain high quality function of office Servers, LAN, and Printers.
11. Monitoring and maintaining networks and servers.
12. Assisting with network administration tasks.
13. Implementing security protocols and procedures to prevent potential threats.
14. Performing on-site troubleshooting / repair of defective / damaged hardware.
15. Provide IT advice and solutions as required for effective office functioning.
16. Provide first-level technical support on basic operational or maintenance of personal computers and / or peripherals using documented procedures and tools.
17. Ensure SharePoint permissions and understanding of user's responsibilities to manage and review their SharePoint site and folder permissions.
18. Create awareness of such through the Technology Portfolio Trainer.
19. Daily IT support on Laptops, Desktops, Servers, Email, SharePoint, and Printers.
20. Maintain and manage the IT infrastructure.
21. Ensure that the IT policy is implemented and adhered to.
22. Maintain the IT systems to ensure maximum availability, access, and efficiency.
23. Biannual audits on Laptops and Desktops.
24. Create new AD users when needed and timely removal from local AD.
25. Follow provided training manuals and SOPs.
26. Regular reporting of key metrics.