Job Title: IT Technician II

Location: Gauteng, Johannesburg Metro, Johannesburg

Job Type: Permanent, Full-Time

Primary Industry: Mining

Secondary Industry: Engineering

About DRA Global

DRA Global Limited (DRA or the Company) is an international multi-disciplinary engineering, project delivery and operations management group, predominantly focused on the mining, minerals and metals industry.  The Group has an extensive track record spanning four decades across a wide range of commodities.  DRA’s teams have deep expertise in the mining, minerals and metals processing industries, as well as related non-process infrastructure such as, water, and energy solutions. DRA covers all major mining centres with offices across Africa and the Middle East, North and South America, and Asia-Pacific.

Primary role

The Support Technician Level 2 will be primarily responsible to ensure incidents, requests, and problems within DRA are resolved and responded to within the required SLA. Diagnose, troubleshoot, and resolve incoming employee requests on site as well as remotely across corporate IT, software, networks and supporting business systems across the EMEA region.

Job Duties:

• Strong understanding of Windows 10 and 11 operating systems
• Ownership of tickets and taking the initiative to drive for results
• Have a basic understanding of printer functionality and provide users support to troubleshoot any printing related issues they may have
• Assist with the installation, profile management and troubleshooting of end user devices
• Capturing of sufficient detail of incidents to enable proper trend analysis of recurring underlying problems
• Accurate update of service desk response and resolve records
• Effective prioritisation of time in responding to service requests
• Constant awareness of ticket queues on the Helpdesk system and always ensuring a high standard of performance to all end users including response within allocated quality standards mentioned below, management of user expectations and perceptions, training users when resolving the ticket
• Efficient first- and second-line desktop support in line with the agreed SLA
• A relevant initial analysis/diagnosis or escalation of requests to ensure timeous and effective support
• User requests are resolved through the application of the required level of technical knowledge and expertise
• Appropriate knowledge transfer to end users to enhance computer literacy and self-help

Server & Systems

• Understanding of how the backup system, file and mail archive mechanism and other supporting backup technologies function.
• Understanding of restoring backups apply.
• Understanding of MS Teams Client Installation & Functionality in terms of collaboration
• Understand and be able to navigate through the Exchange administration for all users including OWA, mail flows and filters, mailbox administration, permissions, types of mailboxes and the archiving process
• Basic understanding of the involvement of Sage in supporting business operations

Networking

• Strong understanding of and ability to work with a wide array of networking devices and network principles like DHCP, VLANS and firewalls to implement and troubleshoot networks
• Strong understanding of network (LAN & WAN) and the various components, management and troubleshooting of switches and cabling types.
• Familiar with industrial IT and OT, their components and network protocols accross SCADA and PLC environments
• Understanding of the OSI model, its components and how they interconnect

Documentation

• Ensure a high standard of quality and attention to detail is always maintained
• Ensure inventory managed timeously and correctly
• Ensure the correct documentation process is always followed when issuing and receiving hardware

Communication and Collaboration

• Liaise and coordinate with the shared service departments and projects to ensure adherence to various requirements and specifications
• Written and spoken communications should be in a respectful and professional manner
• Keeping leads informed and up to date on the status of technical aspects of the project or concerns
• Ensuring the reputation of the ICT team is held to a high standard
• Ability to work under pressure in difficult conditions with dedication and commitment to solving the end users problem
• Positive and professional interactions with end users
• A proactive approach to general housekeeping with regards to cabling, safety and power connections

Formal Qualification Required

• A+, N+, ITIL Foundation Essential
• Azure, O365, CCNE or other IT related security certifications Advantageous
• Industrial IT and network related certifications or professional courses Advantageous

Experience

• Customer service in a centralized service desk environment 3 years essential
• Installing and configuring Windows 10 2 years essential
• Providing IT Support in a corporate environment 2 years essential
• Troubleshooting networks and supporting devices 3 years essential
• Providing support within high demand site environments and remote location 2 years advantageous
• Basic O365, AD and Azure administration 2 years essential
• Basic understanding of Sage and the supporting components 1 year advantageous
• Traveling to remote location for on site support 1 year advantageous

Knowledge Areas

• A wide range of technical skill set required in resolving Corporate IT incidents essential
• Interface with different levels of user competency and understanding advantageous
• Time prioritisation to meet the SLA requirements essential
• Ability to relay technical information to a nontechnical audience essential
• Collaboration with internal support departments essential
• Importance of communication and end-user updates essential
• The implementation and use of different frameworks and methodologies (ITIL, Prince2) advantageous
• IT operations across large mining or constructions sites/projects advantageous

Contact information

Yolanda Swart