IT Support Specialist

Contract person for this position:

Rayleen Lentz

rayleen@joblinkplacement.co.za

Website: www.joblinkplacement.co.za

The IT Support Specialist will provide first-line services and oversee day-to-day operations of our IT department regionally and to ensure it supports our business objectives while maintaining a “can do” customer-oriented attitude.  They will plan, coordinate, direct, manage and design all operations activities of the IT department, as well as provide direction and support for IT solutions that enhance mission-critical business operations. The IT Support Specialist will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

Accounts Demand / Capacity Management and Alignment

• Ensure regional IT professional support global and regional IT strategy and framework.
• Provide first-line support to staff and IT-related issues, including hardware and software installation, network connectivity, and printer issues.
• Monitor and manage support tickets, ensuring that all tickets are resolved within agreed SLAs
• Assist with the maintenance of IT equipment, including desktops, laptops, printers, and other peripherals.
• Help to manage user accounts and permissions for internal systems.
• Assist with the deployment of new hardware and software across the company.
• Assist with the administration of network infrastructure, including firewalls and routers.
• Troubleshoot and resolve issues with the network connectivity and other network-related issues.
• Assist with the implementation of IT policies and procedures.
• Conduct regular backups of data and test restore procedures.
• Assist with the creation of IT documentation, including user manuals and training materials.
• Ensure compliance with IT regulations and standards.
• Manage IT staffing, including recruitment and retention of top talent, supervision, scheduling, development, evaluation, and performance management of the team.
• Establish and maintain regular written and in-person communication with our executives, department heads, and end users regarding pertinent IT activities.
• Communication and monitoring of IT priorities across regional IT organization.
• Allocation of resources to support regional and global initiatives.
• Direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts, always with attention to metrics like ROI and business impact.
• To plan and execute different projects aligned with our firm’s objectives.

Budgeting & Cost Controlling

• In concert with global IT leadership and regional peers, develop department budget and ensure alignment with stated goals, guidelines and objectives.
• Oversee negotiation and administration of vender, outsources, and consultant contracts and service agreements.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.

Operations Management

• Ensure IT operations align with policies and service level objectives.
• Review, update or create service level agreements with different stakeholders and organizations.
• Where necessary, re-engineer applications support to ensure it aligns with business processes, planning, and strategic vision.
• Oversee provision of end-user services, including help desk and technical support services.
• Benchmark, analyses, report on, and make recommendations for the improvement of the IT infrastructure and IT systems.
• Define and communicate project milestones, and resource allocation to executive team, department lead, support staff, and end users.
• Assist in the development, and implementation, of regional and global and regional IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
• Review performance of IT systems to determine operating cost, productivity levels, and upgrade requirements.
• Authorize and oversee the deployment, monitoring, maintenance, development, and support of all hardware and software based on department needs.
• Direct research on potential technology solutions and implementation in support of new initiatives, opportunities, and procurement efforts.
• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end-users regarding pertinent IT activities.
• Document processes and protocols are not just related with the end user activities but with the best practices of the IT infrastructure.

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