AddressThis position typically works under general supervision and direction. Incumbents of this position may exercise discretionary and decision-making authority.
Manage and progress incident tickets and assigned tasks to completion in accordance with SLAs. Escalate to management when SLAs are likely to be breached.
Maintain state of mission critical servers and services.
Analyse and troubleshoot faults and make recommendations as to the most effective course of action.
Provide support to other internal teams.
Proactively monitor servers and related infrastructure
Provide support on patching of critical servers as well as upgrades.
Configure and install equipment.
May troubleshoot network problems and outages; may maintain network cabling including installation.
Plan, document, communicate and execute planned changes through the change management process.
May provide end user training on systems if required.
Provide out of hours support for scheduled work.
Provide out of hours for on-call support as part of an on-call roster.
Assemble and install server hardware when required.
