Tier 1&2 ICT Product Support Specialist

IT – Support
Stellenbosh – Western Cape

AN ambitious and strong technical Tier 1&2 ICT Product Support Specialist is sought by a leading provider of cutting-edge Telecommunications Solutions to join its fast-paced customer system support team. This team is responsible for the delivery of Information & Communication Technology related infrastructure, administration, technical support and other services as required for the customer systems. The position will require after hours work including remote work. The ideal candidate needs a relevant 3-year tertiary qualification, at least 5 years suitable experience including Windows, Microsoft Server & Microsoft Office Suite, ESET, Backup technologies (Altaro, Arc Server, Tape drives), Infrastructure Monitoring (e.g., PRTG, Nagios, SolarWinds, etc.), Hyper-V, VMware), Linux, Wireshark, Ubiquiti, Mikrotik, Cisco, Dell, SonicWALL, FortiGate & Huawei.
General –
  • Resolve user and client issues within SLA.
  • Offer remote and potentially onsite support.
  • Install and configure hardware and software components.
  • Assist with User Acceptance Testing.
  • Troubleshoot hardware and software issues.
  • Perform root cause analysis.
  • Repair or replace damaged hardware.
  • Perform tests and evaluations of new software and hardware.
  • Provide advanced user support and training.
  • Pro-active communication to stakeholders.
  • Conduct daily system checks and maintenance operations.
  • Establish good relationships with all customers and colleagues.
  • Manage technical documentation work with 3rd party vendors for system support.
  • Technical Project Management.
Server Administration (Windows and/or Linux) –
  • Server administration and maintenance.
  • User and Group administration.
  • Backup administration.
Network Administration –
  • IP and Routing design administration.
  • Security.
  • Deployment of networks.
  • Switch, Wi-Fi, Router and Firewall administration.
  • DNS administration.
  • Network traffic monitoring and troubleshooting.
Qualifications –
  • A 3-year tertiary qualification (CTU, Centurion Academy, a University of Technology e.g., CPUT, etc.).
  • One or more of the following courses: MCSE, MCSA, Cisco CCNA, RHSE, etc. International Certification would be advantageous.
Experience/Skills –
  • A minimum of 5 years relevant experience.
Software –
  • Windows environment software.
  • Microsoft Windows (desktop), Microsoft Server & Microsoft Office Suite.
  • Anti-Virus Software (ESET).
  • Backup technologies (Altaro, Arc Server, Tape drives).
  • Infrastructure Monitoring (e.g., PRTG, Nagios, SolarWinds, etc.).
  • VM (e.g., Hyper-V, VMware).
Linux environment software –
  • Linux OS.
  • DNS (Bind).
  • Mail (e.g., Postfix, Sendmail, Exim, etc.).
  • Fileserver (e.g., SMB, NFS, iSCSI, etc.).
  • VM (Proxmox).
Networking –
  • Mid-level knowledge of routing, switching, IP addressing & FW rules.
  • Analysis/Troubleshooting software (e.g., Wireshark).
  • Cabling and Crimping.
  • Network equipment experience (e.g., Ubiquity, Mikrotik, Cisco, Dell, SonicWALL, FortiGate, Huawei).
Other –
  • Python, PowerShell and other scripting skills
  • Proven telephonic and onsite support history.
  • Any additional software and database skills would be advantageous.
  • Experience in telecommunication/transmission systems including Wifi, LTE, 5G, VoIP, etc. would be advantageous.
  • Experience in fiber optics would be advantageous.
  • Professional conduct with punctual behaviour and a strong work ethic.
  • Analytical problem-solving with meticulous attention to detail.
  • Ability to work as part of a diverse team with different skills.
  • Be able to self-manage, especially when operating alone with remote support.
  • Excellent interpersonal and communications skills.
  • Need to continuously upskill.
  • A proactive nature with a positive “Can do” attitude towards any type of work that needs to be done.
  • Highly organised.