Support Technician

Perform routine operations for data processing, peripherals, communications, and network equipment, including start-up, reconfiguration, shutdown, and restart procedures. Monitor, log, and report tasks, addressing simple issues and escalating exceptions to the supervisor. Handle administrative and clerical tasks.

Key Requirements:

• 2-3 years of experience in technical support
• Able to apply automated systems to support specific business functions or processes and operational support systems. A DevOps approach may be taken where development and operational staff work together.
• Understands the discipline which gives precise control over IT assets and components by recording and maintaining information about the 'configuration items', including hardware devices, computer programs, software licenses, documentation, network devices, and data center facilities (virtualized and static).
• Know software which enables the user to capture, create, populate, and manipulate data structures and where appropriate unstructured data. Examples, but not limited to: MongoDB and NoSQL.
• Understand frameworks and principles on which networks, systems, equipment, and resources are based both on premises and cloud based.
• Familiar with the planning and management of the interaction between two or more networking systems, computers, or other "intelligent" devices.
• Understanding of system software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration.
• Able to apply standards, practices, codes, and assessment and certification programs relevant to the IT industry and the specific organization or business domain
• Knowledge of IT/IS infrastructure and the IT applications and service processes used within own organization, including those associated with sustainability
• Knowledge of tools or systems which provides security access control like Active Directory
• Familiar with the discipline associated with data sets so large and/or complex that traditional data processing applications are inadequate.
• Know the principles and application of cloud/ virtualization (including ownership, responsibilities, and security implications
• Familiar with interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends and use of known error logs/ databases.
• Knowledge, application, implications, and technical aspects of computer-mediated tools that allow people to create, share or exchange information, ideas, and pictures/videos in virtual communities and networks.
• Understand the principles, functions and operation of Wi-Fi components, routers, hubs and repeaters and the installation of Wi-Fi hot spots with appropriate use of security and encryption techniques.
• Know the techniques for identifying, gathering, and validating customers' needs in the delivery of IT services.