Overview

Technical Professional Opportunity – Technical Service Ambassador

Job Summary:

To provide a competent level of solving technical problems with all our support customers. The aim is solving any technical problem in an efficient and thorough manner that will build a high level of confidence from the customer.

  • Responsible for design implementation and configuration of technical solutions.
  • Management workload of the Information Communication Technology Technicians
  • Provide second line technical support to technicians not able to resolve issues on
    first attempt. Escalate to SDM if second line resolution fails.
  • Develop a technician’s manual for every customer, detailing infrastructure and
    network diagrams, service descriptions and depiction of key services and locations.
  • Develop and document processes for carrying out technical works. E.g.:
    • Configure an NVR
    • Camera firmware upgrade
    • Configure Site to Site VPN using FortiGate
    • Configure Client to Site VPN using FortiGate
    • Base Config – Cisco switch
    • Base Config – Ruckus Switch
    • Base Config – FortiGate Firewall

• Ensure existing customer deployments are in line with the Organization’s SOPs.
• Project / Installations quality checks
•  Ensure installations meet SOP standards.
• Perform quality checks on all installations.
• Team asset management
• In conjunction with the Senior ICT Technician, keep a record of shared assets (tools) used by the Service Delivery Team.

Knowledge, Skills & Abilities

  • Team player with excellent interpersonal and networking skills, and ability to develop and maintain relationships with team members, staff, partners, and stakeholders at all levels.
  • Strong oral and written communication skills, with ability to draft correspondence and present verbal and written reports independently.
  • Strong research, analytical and problem-solving skills.
  • Independent problem solving, self- directed, with ability to recognize when to refer the problem to the next level of support.
  • Excellent time management and priority management skills
  • Confidential, discrete, ethical, and trustworthy.
  • Self-starter with the ability to multi-task effectively and independently within a fast-paced environment
  • Good knowledge of LAN/WAN networks, TCP/IP protocols, server architecture and network technologies.
  • Basic knowledge of Cloud Computing Concepts
  • Basic knowledge of Linux and Windows operating Systems
  • Keeps abreast with latest technology trends and patterns as it relates to business systems.

Academic Qualifications & Experience

  • Associates Degree in Information Technology or similar qualifications
  • Minimum of two years’ experience in an information technology role
  • Experience working with ITSM processes would be an asset.
  • Experience with people management
  • CompTIA A+ and/or Network+
  • Cisco, Fortinet, Microsoft, AWS Certifications desirable

Salary shall be commensurate with Qualifications and Experience

Suitably qualified applicants are asked to submit their resume and the names of two referees by the November 15th 2024.

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