Tier 1/2 ICT Product Support Specialist

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Tier 1/2 ICT Product Support Specialist
Location: Stellenbosch
Type: Permanent
Reference: #22324
Company: Datafin Recruitment

Join a fast-paced customer system support team of a leading provider of cutting-edge telecommunications Solutions seeking an experienced and solutions-driven Tier 1 and 2 ICT Product Support Specialist. This team is responsible for the delivery of Information and Communication Technology related infrastructure, administration, technical support and other services as required for the customer systems. The position will require after hours work including remote work. The ideal candidate needs a relevant 3-year tertiary qualification, at least 5 years suitable experience including Windows, Microsoft Server and Microsoft Office Suite, ESET, Backup technologies (Altaro, Arc Server, Tape drives), Infrastructure Monitoring (e.g., PRTG, Nagios, SolarWinds, etc.), Hyper-V, VMware), Linux, Wireshark, Ubiquiti, Mikrotik, Cisco, Dell, SonicWALL, FortiGate and Huawei.
General -
  • Resolve user and client issues within SLA.
  • Offer remote and potentially onsite support.
  • Install and configure hardware and software components.
  • Assist with User Acceptance Testing.
  • Troubleshoot hardware and software issues.
  • Perform root cause analysis.
  • Repair or replace damaged hardware.
  • Perform tests and evaluations of new software and hardware.
  • Provide advanced user support and training.
  • Pro-active communication to stakeholders.
  • Conduct daily system checks and maintenance operations
  • Establish good relationships with all customers and colleagues.
  • Manage technical documentation work with 3rd party vendors for system support.
  • Technical Project Management.

Server administration (Windows and/or Linux) -
  • Server administration and maintenance.
  • User and group administration.
  • Backup administration.

Network administration -
  • IP and Routing design administration.
  • Security.
  • Deployment of networks.
  • Switch, Wi-Fi, Router and Firewall administration.
  • DNS administration.
  • Network traffic monitoring and troubleshooting.

Qualifications -
  • A three-year tertiary qualification (CTU, Centurion Academy, a University of Technology e.g., CPUT, etc.).
  • One or more of the following courses: MCSE, MCSA, Cisco CCNA, RHSE, etc. International Certification would be advantageous.

Experience/Skills -
  • A minimum of five years relevant experience.

Software -
  • Windows environment software.
  • Microsoft Windows (desktop), Microsoft Server & Microsoft Office Suite.
  • Anti-Virus Software (ESET).
  • Backup technologies (Altaro, Arc Server, Tape drives).
  • Infrastructure Monitoring (e.g., PRTG, Nagios, SolarWinds, etc.).
  • VM (e.g., Hyper-V, VMware).

Linux environment software -
  • Linux OS.
  • DNS (Bind).
  • Mail (e.g., Postfix, Sendmail, Exim, etc.).
  • Fileserver (e.g., SMB, NFS, iSCSI, etc.).
  • VM (Proxmox).

Networking -
  • Mid-level knowledge of routing, switching, IP addressing & FW rules.
  • Analysis/Troubleshooting software (e.g., Wireshark).
  • Cabling and Crimping.
  • Network equipment experience (e.g., Ubiquity, Mikrotik, Cisco, Dell, SonicWALL, FortiGate, Huawei).

Other -
  • Python, PowerShell and other scripting skills
  • Proven telephonic and onsite support history.
  • Any additional software and database skills would be advantageous.
  • Experience in telecommunication/transmission systems including Wifi, LTE, 5G, VoIP, etc. would be advantageous.
  • Experience in fiber optics would be advantageous.

  • Professional conduct with punctual behaviour and a strong work ethic.
  • Analytical problem-solving with meticulous attention to detail.
  • Ability to work as part of a diverse team with different skills.
  • Be able to self-manage, especially when operating alone with remote support.
  • Excellent interpersonal and communications skills.
  • Need to continuously upskill.

Posted on 10 Jun 12:41, Closing date 10 Jul
Wendy Campbell
[email protected]

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