 Desktop Hardware and Software support (including Office Suite and Mail) Networking skills Active Directory administration (user creation, AD policies) Office 365 Basic administration 10+ years’ experience in hand on IT Support Troubleshooting experience. Proficient in PC hardware software and printer troubleshooting and repair. Solid knowledge of TCP/IP Networking. Working knowledge of desktop imaging and deployment. Proficient in Microsoft desktop operating systems and applications (Office365). Has strong organizational, time management and communication skills. Ability to prioritize, multi-task, and easily adapt to change. Ability to take initiative and work independently and well as work within a team. Must meet deadlines, accomplish tasks as agreed upon time structure. Adapt to a fast-paced, demanding environment.MacBook Technical Assistance

• Desktop Hardware and Software support (including Office Suite and Mail)• Networking skills, Racking• Active Directory basic administration (user creation, AD policies)• Office 365 Basic Administration• 10+ years’ experience in hand on IT Support• Troubleshooting experience• Proficient in PC hardware software and printer troubleshooting and repair.• Solid knowledge of TCP/IP Networking.• Working knowledge of desktop imaging and deployment.• Proficient in Microsoft desktop operating systems and applications (Office365).• Strong organizational, time management, and communication skills.• Ability to prioritize, multi-task, and easily adapt to change.• Ability to take initiative and work independently as well as work within a team.• Meet deadlines, and accomplish tasks as agreed upon time structure.• Storeroom management

• Keeping customers computer systems running smoothly and ensuring our people get the maximum benefit from them• Installing and configuring computer hardware, operating systems and applications• Talking to staff and customers through a series of actions, either face-to-face or over the phone, to help set up systems and resolve issues• Troubleshooting system and network problems, diagnosing and solving hardware and software faults• Replacing parts when required, replenishing consumables and maintaining an inventory• Providing support, including processing documentation and relevant reporting• Setting up new accounts and profiles and helping with password issues• Prioritizing and managing our open cases• Keeping customer’s computer systems running smoothly and ensuring our people get the maximum benefit from them• Installing and configuring computer hardware, operating systems and applications• Talking to staff and customers through a series of actions, either face-to-face or over the phone, to help set up systems and resolve issues• Troubleshooting system and network problems, diagnosing and solving hardware and software faults• Replacing parts when required, replenishing consumables and maintaining an inventory• Providing support, including processing documentation and relevant reporting• Setting up new accounts and profiles and helping with password issues• Prioritizing and managing our open cases• Microsoft Office 365 and older versions.• Basic Microsoft Windows Server experience (Currently, Upskilling myself)• Basic Active Directory Skills (Currently, Upskilling myself)• IP camera and configuration capabilities• Printer configurations and setup experience• Itarian, Comodo Endpoint Management experience

• Independently set-up VOIP PBX systems swiftly and accurately for business environments.• Onboarding specialist to introduce new clients to both the possibility and limitations of the system.• Proactive quality assurance, testing of the PBX system and report bugs directly to head developer.• Compose training guides which detailed all aspects of several proprietary systems for junior coworkers.• SIP packets tracing to determine root cause of incident reports concerning call quality and dropped calls.• Admin on Yealink, Snom, Fanvil, Gigaset Siemens and GrandStream VoIP devices.• Analyze and troubleshoot internal and external VoIP issues.• Ensuring customers receives timely status updates using well detailed and accurate phone, email, and ticketing notes.• Equipment configuration (Routers, Switches and Phones) remotely or onsite.• Adhering to all AD-HOC work given by manager.• Available for overtime where workloads require.• Stock Management.• FreePBAX, FUSION, VoIP Monitor and SIPwise.• Ensure walk in clients gets serviced

VoIP Department was Moved over to African Axess:• Independently set-up VOIP PBX systems swiftly and accurately for business environments.• Proactive quality assurance, testing of the PBX system and report bugs directly to head developer.• Compose training guides which detailed all aspects of several proprietary systems for junior coworkers.• SIP packets tracing to determine root cause of incident reports concerning call quality and dropped calls.• Admin on Yealink, Snom, Fanvil, Gigaset Siemens and GrandStream VoIP devices.• Analyze and troubleshoot internal and external VoIP issues.• Ensuring customers receives timely status updates using well detailed and accurate phone, email, and ticketing notes.• Equipment configuration (Routers, Switches and Phones) remotely or on-site.• Stock Management• Adhering to all AD-HOC work given by the manager.• Stock Management.• FreePBAX, FUSION, VoIP Monitor and SIPwise.• Ensure walk in clients gets serviced.• Able to work on various router types (Mikrotik, Netgear, TP-Link, D-link, Linksys, Tenda, and Lightpeed router (Chinese Brand Gaoke)• Familiar with Single mode and Multimode fibre optic cables• Cable management that includes planning, layout and termination of Cat 5 or Cat 6 cable

• Acceptable performance with regard to Key Performance Areas (KPAs) • Ensure telephonic escalations are dealt with timeously and effectively.• Ensure escalation and reseller tickets are dealt within SLA. • Adhering to all AD-HOC work given by manager• Available for overtime where workloads require • Logging of faults where required • To take ownership of any escalated queries Requirements and Experience: • Previous call-centre experience in a customer services capacity, preferably on a technical support helpdesk.• A strong technical background relating to the IT sector and industry• Good understanding of the internet as well as email and their structure and functioning · A+/N+ CCNACompetencies: • Excellent written and telephonic communication skills• Responsible, punctual and able to work under pressure and meet challenging targets• Familiarity with Windows and other Microsoft packages • Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications • Attention to detail • Troubleshooting skills• Passionate about customer service

• Trouble Shooting, Debugging Techniques• Domain Trouble Shooting• Ensure telephonic queries are dealt with timorously and effectively.• Ensure ticket Logs are dealt within SLA.• Adhering to all AD-HOC work given by manager• Available for overtime where workloads require• Logging of faults where required• First time resolution and ownership of any query received• Trouble Shooting of Name servers, Mail Servers• Configuration support for third party software, ADSL, Desktop, Microsoft office,03,07,10• Assist walk in client’s

Installations of all Smart Products. As well as all different educational and non educational devices on the market. Services all educational institutions.Transnet Maths & Science project – SMART Boards, data projectors, computers, software and training.Dionwired/Massmart, CSI National Special Needs Project and many more.

• Trouble Shooting, Debugging Techniques• Domain Trouble Shooting• Ensure telephonic queries are dealt with timorously and effectively.• Ensure ticket Logs are dealt within SLA.• Adhering to all AD-HOC work given by manager• Available for overtime where workloads require• Logging of faults where required• First time resolution and ownership of any query received• Trouble Shooting of Name servers, Mail Servers• Configuration support for third party software, ADSL, Desktop, Microsoft office,03,07,10• Assist walk in client’s