MINIMUM REQUIREMENTS:

• A Diploma in Information Technology at an NQF level 6.
• Five (5) years of relevant experience.

Certificates:

• Microsoft 365 Certified:
  • Messaging Administrator Associate
  • Enterprise Administrator Expert
  • Azure Active Directory (Azure AD) Administrator

ADVATANGEOUS:

• Experience in Monitoring Enterprise Services (Network, Applications, Backups, Servers).
• ITIL Foundation.

KEY RESPONSIBILITIES:

Management of Systems In accordance with ITIL Methodologies

• Respond to calls and requests logged on to Helpdesk timeously and resolve them accordingly.
• SLA Management for Service Availability.
• Follow the change, incident, and problem management according to ITIL Frameworks.
• Continuous Improvements.

Operational

• Provide technical support for identity, messaging and on prem-hosted and cloud-based services and applications (E-mail and AD).
• Troubleshooting and resolving tickets reported by monitoring systems and tickets submitted through the ticketing system within KPI targets.
• Follow-up on technical cases including escalation to external partners.
• End-to-end coordination and implementation of approved changes per Change Management process.
• Active participation and support of Infrastructure Projects.
• Installing configuring, maintaining, and supporting applications and servers on-prem environments.
• Knowledge and experience in supporting Microsoft solutions.
• Understanding of enterprise IT Strategies and Concepts.
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
• Submit technical documentation, bulletins and release notes for known errors.
• Communicate areas for improvement to management to improve.

Reporting

• Provide daily reports on Active Directory and Exchange service availability KPI’s (e.g., replication status, mail flow health, directory sync status).
• Provide a daily report on all logged, open, and closed tickets related to AD, Exchange, and cloud services (Azure AD, Microsoft 365).
• Compile ad-hoc reports as required by the business, including user access trends, mailbox usage, and policy compliance.
• Generate daily automated reports of logged incident tickets related to AD, Exchange, and authentication issues, extracted from the Incident Management Tool (ITSM).