IT Professional 2024

at  Solid Systems

ABOUT US

We help businesses around the globe to step into the future confidently by providing world-class IT services, in the most human way possible. We have a passion for technology and the way that it evolves, which is why we’re constantly improving the tools and methods we use.
We offer a wide range of services across South Africa and UK, which include:
- Fully Managed IT Service
- Cybersecurity Protection
- Microsoft 365 Productivity Solution
- Microsoft Azure Cloud Services
Want to learn more about who we are and why you want to work with us? Head on over to https://www.solidsystems.co.za/careers/

JOB DESCRIPTION

Purpose of the role:
The role of the Senior IT Professional is to assist clients with support for their requests and taking proactive steps to build up their technologies and improve their businesses.
You need to be accountable, trustworthy, and a great people person who’s good at building lasting relationships with your colleagues and our customers. You should be well-versed in all things technical, and all things Microsoft in particular. You proactively keep up with tech trends and business trends.

Role Responsibilities:

• Provide Level 2 remote support troubleshooting to clients to resolve technical issues in line with SLA.
• Provide Level 2 Onsite Support to clients to resolve technical issues.
• Conduct recurring visits - Remote or onsite.
• Handle escalations from Level 1 and Junior IT Pros.
• Reduce average ticket SLAs.
• Provide after-hour support as per company policy.
• Take incoming calls, assist if possible or redirect to the correct person.
• Take the initiative to provide assistance to team members.
• Tickets are reviewed correctly as per the 8-point checklist prior to acknowledging.
• Assist with the implementation of project tasks.
• Ensure clients are satisfied with the services and value delivered.
• Escalate client issues/risks to the relevant Manager.
• Identify and collaborate on opportunities to add more value to existing clients.
• Complete tasks allocated to implement digital transformation technologies for selected customers and projects.
• Follow SOPs and Assist with the creation of SOPs and processes.
• Identify opportunities for developing new SOPs or processes.
• Provide suggestions for the continuous improvement of SOPs for the Technical Team to ensure efficiencies and improve customer service.
• Utilise standardised project templates and processes to ensure efficiencies and add customer value.
• Post time entries in real time.
• Provide input to estimated hours from a technical perspective.
• Complete project tasks as per the project lifecycle.
• Ensure Project processes and tasks are up to date on systems.
• Maintain accurate documentation and tooling (IT Glue, N Central, Autotask) in real-time.
• Upskill and provide the opportunity for new team members to work shadow.
• Participate and contribute to Level 10 meetings.
• Ensure productivity is optimized with technical excellence.
• Deal with escalated queries and projects.
• Submit reports on time (Timesheets, expense reports, overtime reports and standby reports).
• Drive a mindset of delivering a WOW factor service that delights our customers.
• Provide technical training and technical input on the training schedule.
• Take accountability to creating and execute on own personal and professional development plan.
• Act in accordance with company culture and values.

REQUIREMENTS

Role requirements:

• IT Qualification.
• 5+ Years of IT Support experience in a similar role.
• Microsoft Certifications.
• Demonstrated experience in a Managed IT Services environment.
• Great English speaking, reading, and writing skills with brilliant communication and the ability to explain complex technology in a way that our clients easily understand.
• Ambition and an eagerness to learn and improve yourself.
• Driver’s license.
• Willingness to travel locally and nationally to support business and client needs.
• An understanding of the importance of client confidentiality is essential. As an IT service provider, you will have access to privileged information and must ensure that all data and devices are securely protected both physically and through other appropriate measures.

Technical Skills Required:

• Experience with Autotask, Nable and IT Glue.
• Experience with Microsoft 365, Azure, Active Directory and Microsoft Exchange.
• Experience troubleshooting environments with Microsoft Desktop and MAC Operating Systems.
• Experience with troubleshooting networks - LAN and wireless networks, firewalls, DHCP, DNS and TCP/IP.
• Brilliant with a support ticketing system and beating SLA targets.

Role Responsibilities:

• Provide Level 2 remote support troubleshooting to clients to resolve technical issues in line with SLA.
• Provide Level 2 Onsite Support to clients to resolve technical issues.
• Conduct recurring visits - Remote or onsite.
• Handle escalations from Level 1 and Junior IT Pros.
• Reduce average ticket SLAs.
• Provide after-hour support as per company policy.
• Take incoming calls, assist if possible or redirect to the correct person.
• Take the initiative to provide assistance to team members.
• Tickets are reviewed correctly as per the 8-point checklist prior to acknowledging.
• Assist with the implementation of project tasks.
• Ensure clients are satisfied with the services and value delivered.
• Escalate client issues/risks to the relevant Manager.
• Identify and collaborate on opportunities to add more value to existing clients.
• Complete tasks allocated to implement digital transformation technologies for selected customers and projects.
• Follow SOPs and Assist with the creation of SOPs and processes.
• Identify opportunities for developing new SOPs or processes.
• Provide suggestions for the continuous improvement of SOPs for the Technical Team to ensure efficiencies and improve customer service.
• Utilise standardised project templates and processes to ensure efficiencies and add customer value.
• Post time entries in real time.
• Provide input to estimated hours from a technical perspective.
• Complete project tasks as per the project lifecycle.
• Ensure Project processes and tasks are up to date on systems.
• Maintain accurate documentation and tooling (IT Glue, N Central, Autotask) in real-time.
• Upskill and provide the opportunity for new team members to work shadow.
• Participate and contribute to Level 10 meetings.
• Ensure productivity is optimized with technical excellence.
• Deal with escalated queries and projects.
• Submit reports on time (Timesheets, expense reports, overtime reports and standby reports).
• Drive a mindset of delivering a WOW factor service that delights our customers.
• Provide technical training and technical input on the training schedule.
• Take accountability to creating and execute on own personal and professional development plan.
• Act in accordance with company culture and values

Role requirements:

• IT Qualification.
• 5+ Years of IT Support experience in a similar role.
• Microsoft Certifications.
• Demonstrated experience in a Managed IT Services environment.
• Great English speaking, reading, and writing skills with brilliant communication and the ability to explain complex technology in a way that our clients easily understand.
• Ambition and an eagerness to learn and improve yourself.
• Driver’s license.
• Willingness to travel locally and nationally to support business and client needs.
• An understanding of the importance of client confidentiality is essential. As an IT service provider, you will have access to privileged information and must ensure that all data and devices are securely protected both physically and through other appropriate measures