Permanent - Senior IT System Engineer X 2 - Johannesburg - South Africa

Purpose of the position:

• To assist the IT department with daily tasks.

Duties:

• Good communication skills towards the Business stake holders and towards the group IT stakeholders in
  Europe.
• Good troubleshooting skills in Windows Client, Networking to identify what the root cause of any
  issue is and then address it to the correct team to take care of it if it cannot be solved locally.
• Basic knowledge of networking, VLAN concept, WIFI setup, Switches, routers, firewalls to be able to
  do basic investigations to assist the global teams in defining where the issue is.
• Collaborate with the EMEA IT Infrastructure team to ensure alignment with global IT strategies and
  standards.
• Provide technical guidance, coaching and support to local IT team and end-users on infrastructure-
  related matters. Become their Mentor or go-to person.
• Monitor the incoming ticket queue and make sure tickets are addresses according to their priority.
  Escalate when needed to Group IT teams.
• Develop and maintain documentation related to the country's IT infrastructure setup, configurations, and
  processes.
• Develop and maintain documentation related to the country's IT infrastructure setup, configurations, and
  processes.
• Contribute to IT disaster recovery planning and execution as part of the overall business continuity
  strategy.
• Oversee the implementation of infrastructure projects within the country, ensuring timely delivery and
  adherence to quality standards.

Knowledge & Experience

• Matric or senior certification equivalent
• Minimum 3–5 years working experience in IT Support / Service Desk Support
• 2–3 years’ experience in IT Infrastructure, Networking, or Regional IT Support 

Skills

• Strong communication skills, with the ability to engage effectively with business stakeholders locally and Group IT stakeholders in Europe
• Proven troubleshooting expertise across:
  • Windows client environments
  • End-user hardware and software issues
  • Basic to intermediate networking issues 
• Solid understanding of networking fundamentals, including:
  • VLAN concepts
  • Wi-Fi configuration and troubleshooting
  • Switches, routers, and firewall basics 
• Ability to perform initial root-cause analysis and escalate incidents to the appropriate global IT teams when issues cannot be resolved locally
• Experience working with IT service management tools, including:
  • Monitoring ticket queues
  • Managing incidents according to priority and SLAs 
• Ability to follow global IT standards, processes, and security policies
• Experience creating and maintaining technical documentation, including procedures and configuration records
• Participation in infrastructure projects under guidance from senior or regional IT teams

Attributes

• Strong customer-service orientation and a support-focused mindset
• Logical and structured approach to problem-solving
• Willingness to learn and continuously develop technical skills
• Good collaboration skills and ability to work within a team environment
• Reliable and detail-oriented, with a sense of accountability for assigned tasks
• Able to manage workload effectively in a ticket-driven environment

 Qualification & Certifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or equivalent practical experience
• Microsoft Windows Client / Modern Workplace certifications (advantageous)
• Networking fundamentals certification (e.g., Network+ or equivalent) (advantageous)
• ITIL Foundation or basic IT Service Management certification (advantageous)