About the Position
Applications are invited for the position of Senior Systems Support (Grade 8) based at ATNS Cape Town Airport Industria (FACT).
The successful applicant will be reporting to the EUS Supervisor
ATNS seeks a candidate to provide administration and maintenance of high level back end IT systems and servers in Cape Town server room and nationally as required.
Assist in the definition and review the ICT systems strategy and plans upgrade based on supplier / vendor technology road maps.
Perform and contribute towards the upgrade of ICT systems and ensure that systems software is on the latest acceptable version.
Respond to all ICT systems services calls effectively and timeously.
Serve as an escalation point from and to End User Support team members.
Manage and monitor user's PC's, VMware, storage Platforms (EMC / HP, Dell and NetApp), Server Platforms, Citrix, Active directory, Exchange, Backup, file / Print system at all ATNS sites
Manage and monitor SLAs relating to ICT systems.
Analyse user calls and incidents to report on and identify operational trends for future ICT requirements.
Maintain the ICT systems resilience through effective management of server platforms and back-up technologies.
Ensure the resolution of Support Services issues through the facilitation between stakeholders
Manage ICT systems in line with ITIL and ISO guidelines.
Manage and ensure repair practices are adhered to including product warrantees and best practices.
Manage knowledge base of common faults experienced by users and their resolution.
Administer ICT disaster recovery and backup environments.
Administer domain policies to ensure security and integrity.
Responsible for implementation of ICT Support Service related projects according to agreed plan and acceptance testing.
Ensure compliance of the security policy through effective management of security events.
Adhere to all IT policies, procedures and standards relating to ICT systems.
Ensure and report on IT DRP exercises that are conducted with business on all ICT Support Service systems.
Certification in : MCSE, VMware, Storage platforms (EMC / HP, Dell and Netapp), Server Platforms, Citrix and ITIL
7 years' experience in the IT environment of which 3 years should be in a senior systems support role looking after the management, operation, maintenance and support of ICT hardware and software systems, which include WAN, LAN, Servers, desktops, mobile devices and software systems.
A minimum of 7 years direct experience with the following :
Citrix and SAN environments
WAN and LAN support
End user support
Skills and Competencies
Good communications skills (verbal & written)
Customer service driven
Cognitive skills (perceptive / innovative)
Problem solving and analytical skills
Experience with the operational systems used by ATNS
The ideal candidate will have the following competencies :
ensure that staff explains solutions to users' problems in everyday language
explain solutions to users' problems in everyday language
manage a customer information service
provide telephonic, face-to-face and online support to customers
solve complex technical problems
understand customers' business
work under pressure & meet deadlines
managing systems access and security
advanced computer technologies
business information systems
hardware and software technologies
information technology industry trends
various operating systems