Internal Support Supervisor

Cipherwave | Johannesburg

Internal Support
Johannesburg
Posted 2 weeks ago

 

JOB PROFILE:
Job Title: Internal Support Supervisor
Division: Support
Subdivision: Internal Support
Reports to: Chief Operating Officer
WORKING RELATIONSHIPS:
Internal:
  • All departments internally
  • Manage and maintain all, Connectivity, Voice, Security, Cloud products and Services
  • Assist with all End User Computing related services at CipherWave
External:
  • Assist with all End User Computing related services at Home Connect
  • Manage and maintain all, Connectivity, Voice, Security, Cloud products and Services
JOB SUMMARY:
Main purpose of position: CipherWave, a Johannesburg based Internet Service Provider is looking for Internal Support with strong knowledge of Broadband technology, and general knowledge of Internet to join our customer-focused team CipherWave prides itself on customer service and as such is looking for a successful candidate to take personal ownership of end-to-end technical support, diagnostics, fault management and service restoration for all internal client services This position includes and is not limited to the following Responsibilities and Duties:
Responsibilities and duties:
  • Always provide efficient and effective support to staff
  • Proactively monitor and report on network and system outages relating to internal issues that might affect business as usual
  • Troubleshoot, diagnose and resolve any staff & systems downtime issues
  • Prioritizing and managing open and pending tickets effectively
  • Available to perform after-hours and Standby technical support as and when required
  • Take responsibility and endeavour to keep CipherWave & Home-Connect computers, network equipment and other machinery online and up to date
  • Operational, safe, clean and secure at all times
  • Providing training to new staff and staff in general on CipherWave services
  • Respond to tickets logged within stipulated Service Level Agreements
  • Internal Software, Backups, VPN and Firewall Access
  • Internal IT stock management
  • Internal Stock Procurement, Dealing with preferred suppliers in a timeous manner
  • Management of company Azure resources
  • Basic Management of Company websites
  • Management and creation of Internal AV policies
  • Provide desktop support to end users
  • Creation & Management of Internal Virtual Machines
  • Document Process and Procedures
  • Configuring and management of Internal VoIP systems
Desired skills & experience
  • Must have knowledge of Internet, connectivity, Office 365, Linux, Windows Server, Veeam Back up and Replication, Fortinet Firewalls Email and networking experience
  • Previous experience in an internal technical support role (Second or 3rd Line Support)
  • Strong client relations and personal networking skills
  • Excellent communication (both written and verbal) and presentation skills
  • Familiarity with technical concepts coupled with the ability to communicate complex technical information
  • Patient, independent, self-motivated and target driven
  • Demonstrable depth of understanding in computing technologies including operating systems, application-based systems, Linux, active directory, servers, Backups
  • Must have own transportation and a valid driver’s license
  • Must be a South African Citizen
  • Management Skills or have managed a team
  • Basic WordPress Skills
  • Thick-skinned
  • ESET Endpoint Security or any other AV experience
  • Unifi or Grandstream Networking Equipment experience
  • Hyper-V & VMware Experience
  • Comprehensive Knowledge on Software and Computer Hardware
Minimum experience: 3-4 years minimum experience in an Internal Technical Support position within the ICT telecommunications / ISP industry
Minimum qualification:
  • A+ (Required)
  • N+ (Required)
  • MS Azure fundamentals (Preferred)
  • Linux + (Preferred)
Additional requirements:
  • Must have own transportation and a valid driver’s license
  • Must be a South African Citizen

Should you not hear back from us within 2 weeks of your application kindly deem your application unsuccessful

Job Features

Job CategorySupport

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