Job Description:
Position Summary
- Supports, maintains, and monitors CMV and CMV Client infrastructure with critical reliability and maximum uptime
- Performs technical functions including: supporting, implementing, and troubleshooting the Infrastructure and desktop technologies
- Position requires thorough technical knowledge in areas of Infrastructure and Applications management
- Maintains a high level of service on production systems and anticipates future requirements, trends, and changes to assure current and future user satisfaction
- Performs troubleshooting of system problems utilising management consoles and other troubleshooting tools
- Responsible for maintaining graphical and text-based infrastructure documentation and standards development
Key Performance Areas
- Day to day operations of CMV server and network infrastructure
- Day to day support of Desktop and Laptop users
- Ensures that continuous service is available to the business
- Ensures that all new systems and infrastructure released into production is tested, maintained and changed in a controlled way
- Accountable for the budget and spend of the IT environment
- Proactively monitor, test, collect and analyse system performance statistical data to improve quality of support services
- Building and maintaining an effective problem management capability
- Network security inclusive of anti-virus, patch management, Firewall, Wireless LAN and network access
- Support and maintain system security standards, system backup/redundancy procedures, and other recovery processes in accordance with the company's disaster recovery and business continuity strategies
- Evaluate, recommend and develop system architectures, including networks, software and hardware solutions for the CMV and the CMV Client requirements
- Ensure compatibility and interoperability of network infrastructures and architectures in support of all CMV offices
- Manage Business Continuity (BC) and Disaster Recovery (DR) planning and testing
- Formulation of a coherent, progressive IT infrastructure strategy and roadmap, in alignment with future Enterprise and Technology Architecture
- Coordination and execution of IT infrastructure projects
- Being available as required by clients (including working overtime whenever necessary)
- Liaise with 3rd parties on networking / hosting / equipment service providers
- Manage 3rd party contract, SLA and service delivery
Qualifications and Experience Required:
- Matric or Diploma with industry certifications
- 3 or more years of experience providing corporate infrastructure support
- Minimum 2 years’ experience working on Microsoft Server Technologies is required:Microsoft Certified IT Professional (MCITP) is required – Active Directory and Messaging
- Microsoft Certified System Engineer (MCSE) 2003/2008 qualification is an advantage
- Comprehensive and demonstrable understandings of systems support delivery techniques. Administration of applications delivered via IIS, SQL, Exchange, VMWare, Active Directory, Sharepoint, Office365, SCCM or SMS and server application delivery including service improvement initiatives
- Broad industry knowledge of hardware and software options available for IT infrastructures
- A comprehensive user support understanding of Microsoft Windows Server 2003, 2008, Network Storage, Microsoft desktop solutions, Server backup products all with the primary focus on customer service value
- In depth understanding of hardware systems platforms and associated peripheral equipment and the ability to recommend hardware solutions for varying system needs
- Experience of Anti-Spam, Anti-Virus, Malware, IPS and NIDS solutions would be advantageous
- A willingness to learn and adapt to the rapidly changing demands and requirements of CMV as well as taking a pragmatic and professional view to the delivery of services to users
- Attention to detail, good organisational and technical documentation skills, a self-starter used to working in a professional environment to meet challenging and time related targets and service measurements
- Working knowledge of user file management and standardised desktop policies and profile management
- Excellent personal presentation, interpersonal skills and a can-do problem solving attitude
- Excellent EQ skills and expertise in dealing with a closely-knit team operating in a professional localised are
- Proven experience in client care and building long-term client relationships
- Above-average communication skills / verbal articulation abilities
- High levels of tact, discretion and integrity to deal with sensitive and often confidential situations
- Good understanding of IS risk management principles and insight into disaster recovery best practise
- A good balance of assertiveness and persuasiveness to drive ideas and gain buy-in
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