Technical Support II, IT Operations

Job Title:

Technical Support II IT Operations

Job Description

Were Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the worlds best brands today and into the future. Were solution-focused tech-powered intelligence-fueled. With unique data and insights deep industry expertise and advanced technology solutions were the intelligent transformation partner that powers a world that works helping companies become refreshingly simple to work interact and transact with. We shape new game-changing careers in over 70 countries attracting the best talent.

In our Information Technology and Global Security team you will deliver the latest technology infrastructure transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design implement and strategize IT security application development innovation and solutions in todays hyperconnected world. You will be part of the technology team that is core to our vision of develop build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And were proud to be recognized with awards such as Worlds Best Workplaces Best Companies for Career Growth and Best Company Culture year after year.

We embrace our game-changers with open arms people from diverse backgrounds who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Technical Support II IT Operations role provides end-user support across desktop network telephony and application environments. This role maintains analyzes troubleshoots repairs replaces and upgrades computer systems hardware software and peripherals while serving as an escalation point to help ensure incidents and tickets are resolved according to SLAs. The ideal candidate brings strong communication attention to detail sound judgment and end-to-end accountability for keeping the on-premises network operating effectively.

Responsibilities

• Participate in Incident Management including Sev1 incident support production floor validation artifact collection Ping/Trace Route analysis and coordination with technical teams to isolate and resolve issues.

• Provide L1 support for network server voice desktop application and telephony infrastructure including Concentrix and client-owned equipment as applicable.

• Support new transitions by ensuring image and desktop readiness validating SCCM images and keeping systems updated with required patches service packs customer software and documentation.

• Support IT compliance security audit readiness and BCP testing across PCI HIPAA COPC ISO 27001 SSAE endpoint encryption access controls failover testing and required documentation.

• Oversee and coordinate a team of 510 team members including scheduling work hours and shifts providing real-time performance feedback assisting with hiring activities and preparing reports and updates for management.

• Complete all assigned mandatory training within the timeframe provided.

• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications

• 3-5 years of experience supporting desktop network server voice telephony and application environments in an IT Operations or technical support setting.

• Working knowledge of Active Directory Group Policy DNS DHCP file servers SCCM imaging endpoint encryption patching and desktop compliance controls.

• Ability to troubleshoot hardware software network and peripheral issues while managing tickets and incidents in line with SLA expectations.

• Understanding of IT security compliance audit and business continuity practices including PCI HIPAA COPC ISO 27001 SSAE and BCP requirements.

• Strong communication problem-solving prioritization documentation and attention-to-detail skills.

• Ability to manage health checklists asset and software inventory validation bandwidth consumption reporting and operational updates on daily monthly quarterly half-yearly and yearly schedules.

• Willingness to work rotational shifts in a 24/7 environment including predominantly night shifts as required.

• Nice to have: Experience overseeing or coordinating a team of 510 people including shift scheduling real-time feedback hiring support and management reporting.

#LI-Onsite

Location:

ZAF Cape Town - 10 Rua Da Gama St Foreshore Cape Town

Language Requirements:

English

Time Type:

Full time