Primary Purpose of the Job

The IT Administrator will be expected to deliver quality services in accordance with the ICT ITIL Framework and BDO Strategy. Adhere and comply with the National ICT service strategy also aligns with best practice disciplines, governance, ethics, risk standards, policies, and compliance for the firm.

Main Duties and Responsibilities

• Deliver services and support in line with the defined National ICT service catalogue.
• Solve complex end-user-related Incidents.
• Ensure Service Delivery within SLA criteria, to resolve and escalate where required.
• Document technical knowledge articles
• Ensure all business requests are delivered in the most effective way (reduction in incidents/rework)
• Continuous improvement to meet the level of required efficiencies and agreed SLA (processes, systems, delivery)  
• Perform Proactive end-user machine maintenance                                      
• Effective administration of incidents, requests, and problem-related requirements                                 
• Provide related service feedback to the management team and leadership – report- repeat incidents/problem areas/proactive trends

Qualifications, Recognition of Prior Learning, Work Experience, and Knowledge

Qualifications/Recognition of Prior Learning equivalent

• A+, N+, Server+, ITIL V3
• NQF Level 6 IT related Qualification or higher
• MCSE: Cloud Platform and Infrastructure, MCSA: Windows Server 

Work Experience

• Minimum 3 years in a Corporate IT team providing end-user support

Knowledge

• Basic knowledge of Windows Server (2008 and 2012)
• Office 365 support
• Audio and Visual boardroom solutions support
• Support of ERP and CRM tools
• Microsoft Security Multi-factor authentication (MFA)

Competencies: Technical & Behavioural

Technical Competencies

• Working experience on System Centre Service Manager or similar IT Service Management tools.
• Ability to troubleshoot network issues – LAN Routing and Switching troubleshooting (VLANs, IP Subnetting, DHCP, DNS)
• Basic Mimecast administration
• Mitel PABX administration
• Active Directory administration
• Attention to Detail

Behavioural Competencies

• Holistic and Logical Thinking
• Disciplined
• Flexible/Dependable
• Proactive Personality
• Must be a team player

BDO Core Competencies

• Relationships and Collaboration
• Exceptional Client Service
• Business Growth
• Engaging people
• Leadership
• Quality, Risk management and Operational performance