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IT Support Technician, Cape Town, SA

About the company

VOSS develops a range of products that are used by the world’s largest communications service providers and enterprises. These market-leading tools are paired with professional services to help our customers achieve the most from their digital workplace platform. We operate in a very dynamic industry and leverage the latest technologies to keep our software at the forefront of the market.

VOSS is a global team with offices in Cape Town, Dallas, London, and Sydney. Our engineers are encouraged to travel and work directly with our customers to gain real-world experience.

Read more about VOSS and what we do, on our website.

Purpose of the position

The IT Support Technician will report to the VP of Operations and will work closely with the IT Team and assist in supporting the Global Service Desk requests in a timely and professional manner to ensure the healthy upkeep of the IT service delivery to the business.

The role is a technical junior support position that requires generalist knowledge in multiple areas of IT support and IT Infrastructure in conjunction with execution of respective process administration.

Low-level technical support and administration of global IT infrastructure of an international Software Development House; predominantly end-user support and recurring task administration with room to grow expertise and learn from senior technical specialists.

Duties and responsibilities

  • Administration and processing of global monitoring system events (event management).
  • Basic workflow administration on all new tickets on the IT Helpdesk (service request management).
  • Documentation administration, maintenance and recurring tasks as required.
  • Global remote and desk-side end-user support on physical and virtual platforms leveraging Linux, Windows and Apple Mac operating systems as well as VMware virtualization.
  • Respond and react to support tickets logged to the IT Department through to resolution and/or escalation.
  • General IT queries and support for fixed and mobile users.
  • Best effort mobile device support as needed.
  • Basic IT procurement administration, 3rd party facilitation and support documentation as needed.
  • Basic IT asset administration (software and hardware) and auditing as required.

Technical skills and experience

  • Technical:
    • Effective IT support, remote and desk-side, of end-user support on Linux, Windows and Apple Mac operating systems.
    • Delivering support against tickets logged to the IT Department through to resolution and/or escalation.
    • Recurring task administration and process execution.
    • Ability to write effective and useful documentation, pertinent to the role, of the IT Department.
    • Ability to follow the process in a structured and repeatable manner and provide input on possible improvements to processes.
    • General IT queries and support for fixed and mobile users.
    • Basic IT administration experience to execute common processes for IT procurement, tooling event management, incident management, request management and request fulfilment.
    • 3rd party facilitation, engagement and compiling of supporting documentation.
    • IT asset administration and auditing practises.
    • Exposure to standby rotation with dependable independence in following after hour processes.
  • Interpersonal:
    • Ability to communicate effectively, professionally, consistently and manage customer expectations.
    • Willing to gain international exposure through scheduled after-hour remote support.
    • Passion for IT, technical challenges and growth of expertise.
    • Display a strong sense of ownership and independent work ethic.
    • Process-oriented and structured.
    • Customer service orientated with a willingness to engage people and help.
    • Can-do attitude and aptitude for achieving personal growth and technical results.
    • Friendly, approachable and a willingness to help people.
    • Good understanding of adherence to internal SLA’s.
    • Multinational experience would be advantageous.
    • Excellent verbal and written communication skills.
    • Affinity toward technology.

Minimum qualifications

  • A+ and N+ (or equivalent) entry level IT qualifications.

Driving/Travel requirements

  • Must hold current valid driver’s license and passport.
  • Own transport for daily commute to the office located in Century City.
  • Must be able to travel from time to time.
  • You must have the legal right to work in South Africa.

VOSS Locations and Working from home

  • Work from the office 2-3 days a week and work from home on the other days.
  • Occasionally to work on projects or troubleshooting at the Cape Town Colocation Data Center.