Requirements:

• National Senior Certificate / Matric.

• Up to 4 years of experience in Information Technology.

• Microsoft Certified Systems Engineer (MCSE) or Equivalent Certification.

• Microsoft 365 Certified: Teams Administrator Associate Certification.

• Microsoft 365 Certified: Teams Voice Engineer Expert Certification.

• Microsoft 365 Certified: Modern Desktop Administrator Associate Certification is preferred.

• Experience supporting video conferencing solutions.

• Experience in networking.

• Experience in end-user support.

Responsibilities:

• Provide technical support by proactively identifying, investigating and resolving client incidents and problems.

• Oversee VCAV team operations, operational improvements, practices and quality assurance.

• Manage support tickets ranging from low to high complexity in accordance with agreed service-level agreements (SLAs).

• Ensure assigned infrastructure is configured, installed, tested and operational; perform checks, use monitoring tools and respond to alerts.

• Identify and log incidents and errors promptly, assist with assigning and escalating support calls, and investigate third-line support issues to determine root causes.

• Escalate issues to third-party vendors where necessary.

• Provide onsite technical support and field engineering services to clients.

• Conduct monthly sample reviews of incidents and service requests, analysing findings and recommending service quality improvements.

• Provide ongoing feedback to clients and affected parties, updating relevant systems and portals.

• Identify opportunities to optimise workflows and automate tasks.