16/01/2025
We are also currently looking for Tier 3 Support Desk Staff. Below is the Job Profile and contact detail:
Job Profile: Freelance/Contract Support Desk Staff (Tier 3)
Position Title:
Freelance/Contract IT Support Desk Technician (Tier 3)
Job Type:
Freelance / Contract
Location: Remote or On-Site (as required) – Fourways and Surrounds, Johannesburg
Reporting To: IT Support Manager
Applications close COB 25th January
________________________________________
Job Purpose
To provide advanced technical support for complex IT issues that cannot be resolved by Tier 1 or Tier 2 staff. The role focuses on in-depth troubleshooting, root cause analysis, and implementing solutions for system-level, network, and security challenges while maintaining a high level of customer satisfaction.
________________________________________
Key Responsibilities
Technical Support:
• Take ownership of escalated tickets from Tier 1 and Tier 2 teams.
• Perform advanced troubleshooting for:
o Server-related issues (e.g., performance, configuration, and maintenance).
o Advanced networking problems (e.g., VLANs, firewalls, and VPNs).
o Security-related incidents, including malware removal and data breach mitigation.
o Application-level issues requiring complex configuration or patching.
• Analyze and resolve recurring issues by identifying root causes and implementing preventative measures.
System and Network Administration:
• Configure and maintain servers, including Windows Server environments, Active Directory, and group policies.
• Manage network infrastructure, including routers, switches, and firewalls.
• Perform data recovery, backups, and disaster recovery planning.
• Install, configure, and maintain IT systems, ensuring compliance with industry best practices.
Collaboration and Escalation:
• Work closely with vendors, suppliers, and internal teams to resolve specialized issues.
• Escalate unresolved issues to subject matter experts or external support as necessary.
• Provide guidance and mentorship to Tier 1 and Tier 2 staff.
Documentation and Reporting:
• Document all troubleshooting steps and solutions in the ticketing system.
• Create and maintain technical documentation, including SOPs and configuration guides.
• Generate reports on system health, incident trends, and performance metrics.
________________________________________
Required Skills and Competencies
Technical Skills:
• Expert knowledge of Windows Server environments, Active Directory, and group policy management.
• Advanced understanding of networking concepts (e.g., routing, VLANs, firewalls, DNS, and DHCP).
• Experience with virtualization platforms (e.g., VMware, Hyper-V).
• Strong knowledge of cybersecurity best practices, including threat detection and mitigation.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Proficiency in scripting (e.g., PowerShell, Bash) for automation and task management.
Soft Skills:
• Exceptional problem-solving skills with a focus on root cause analysis.
• Strong leadership and mentoring capabilities.
• Excellent communication skills, capable of explaining complex technical concepts to non-technical clients.
• High level of organization and attention to detail.
________________________________________
Education and Experience
• Minimum Education:
o Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
o Industry certifications such as CompTIA Server+, CCNA, CCNP, Microsoft Certified: Azure Administrator, or similar (required).
• Experience:
o Minimum 3–5 years in a Tier 2/3 IT support role or equivalent.
o Proven experience in managing complex IT systems and infrastructure.
________________________________________
Tools and Platforms
• Familiarity with IT ticketing systems (e.g., osTicket, ServiceNow, Zendesk).
• Network monitoring tools (e.g., SolarWinds, PRTG).
• Security tools (e.g., antivirus, intrusion detection systems, firewalls).
• Cloud platforms and remote desktop tools.
________________________________________
Key Performance Indicators (KPIs)
• Time-to-resolution for escalated tickets.
• Percentage of issues resolved without vendor escalation.
• Root cause analysis documentation quality.
• Customer satisfaction scores for resolved escalations.
________________________________________
Contract Terms
• Work Hours: Flexible, with availability for critical escalations and after-hours support as needed.
• Pay Structure: Hourly or per-incident basis (to be agreed upon).
• Contract Duration: Ongoing with the potential for renewal based on performance and business needs.
________________________________________
How to Apply
Interested candidates should send their CV and a detailed summary of their experience with advanced IT support to [email protected].
