Ashe Jhungbathur

The Intermediate IT Technician provides technical support to end-users and assists with the resolution of complex IT issues escalated from Level 1 support. This role involves diagnosing and troubleshooting hardware, software, and network problems, as well as providing guidance and assistance to junior support staff. The Intermediate IT Technician plays a key role in ensuring the timely resolution of IT incidents and delivering high-quality support services to internal customers

Overseeing the design, implementation, and maintenance of IT systems, including telephony, service management system, printing, access control and audiovisual

Experienced in administering 3CX VoIP PBX and One Connect platforms, including user management, configuration, and troubleshooting

Diagnose and troubleshoot hardware, software, and network issues, including desktops, laptops, printers, mobile devices, operating systems, applications, and Peripherals

Assist with the installation, configuration, and maintenance of IT systems, software, and infrastructure components

Skilled in Microsoft 365 and Exchange Online administration, including user and license management, mailbox and distribution groups, security policies, Teams, SharePoint, and troubleshooting

Experienced in Rocketseed email branding administration and support.

Ensuring the timely and effective delivery of IT services to end-users, meeting service level agreements (SLAs) and customer expectations

Provide technical support to end-users via phone, email, chat, or in-person, resolving Level 2 IT incidents and service requests within established SLAs

Document IT incidents, service requests, troubleshooting steps, and resolutions in the IT service management (ITSM) system, ensuring accuracy and completeness

Planning, coordinating, and overseeing changes to IT systems and applications, ensuring proper testing, documentation, and communication to minimize risk

Contributes to the development and improvement of IT support processes, procedures, and documentation to enhance efficiency and effectiveness

Managing the resolution of IT incidents and problems, minimizing disruptions to business operations, and identifying root causes to prevent recurrence

Make recommendations necessary for efficient performance of a department in consultation and approval with the Team Leader & IT Operations Manager. Authority to investigate and make recommendations on any functional areas identified as inefficient

Escalate complex or unresolved IT issues to Level 3 support or other IT teams, ensuring timely resolution and effective communication with stakeholders

Provide guidance, coaching, and training to Level 1 support analysts and end-users, empowering them to resolve common IT issues independently

Collaborate with other IT teams, such as network, security, and systems administration, to identify and address underlying issues impacting IT performance and reliability

Participate in IT projects and initiatives, such as system upgrades, migrations, and deployments, as assigned by the IT Support Team Lead/Manager

Stay current with industry trends, best practices, and technologies related to IT support and service delivery, continuously enhancing technical skills and knowledge

Manage the tracking, maintenance, and optimization of IT assets per user individual needs throughout their lifecycle. This includes both hardware and software assets

Manage the operation and maintenance of IT-related venues, such as data centers, conference rooms, training facilities, and event spaces

Administering and supported 3CX phone system, including creating extensions, managing accounts, configuring call flows, setting up and provisioning Yealink IP phones, installing and configuring the 3CX desktop client, and troubleshooting VoIP-related issues.

OneStream phone system support, including account administration, troubleshooting restricted telephony issues, and end-user assistance

Managing Rocketseed email branding platform, including user administration, template configuration, policy application, and troubleshooting mail flow and branding issues.

Supporting conferences and meetings on both audio and visual platforms, including setup and troubleshooting of Clevertouch displays, projectors, Parrot conferencing tools, Yealink board TVs, Logitech meeting equipment, Shure microphone systems, and audio amplifiers.

Managing and resolving service desk tickets efficiently ensuring SLA compliance by tracking ticket progress and resolutions times

Attend/Resolve IT issues face to face with clients, telephonically and remote support

Managing and maintaining endpoint security solutions to protect organizational devices from threats

Utilizing Seceon AI-driven cybersecurity solutions in regards to Threat detection, anomaly analysis, and incident response

Ensure effective control in deployment of all IT projects

Managing the procurement and deployment of hardware and software to meet business needs

Tracking and maintaining IT assets, ensuring accurate inventory and lifecycle management

Drafting and reviewing Requests for Change (RFCs) to implement system upgrades and modifications

Developing and maintaining Standard Operating Procedures (SOPs) for IT operations and compliance

Overseeing the setup, configuration, and maintenance of video conferencing systems for boardrooms, supporting Polycom, Yealink, and BYOD environments

Overseeing the management, configuration, and troubleshooting of Avaya telephone systems, ensuring reliable enterprise communication

Designing, Deploying, and Managing Hyper-V virtual environments

Implementing and maintaining Windows Failover Clusters

Monthly Reporting for User backups via MS One Drive

Veeam Backup & Replication – Monitoring and maintaining backup jobs for physical and virtual environments

MS SQL 2016 (Database Backups and troubleshooting issues)

MS IIS Administration – Configuration and Troubleshooting of Webservers

Manual and Knowledge base documentation

FortiClient VPN setup, configuring and troubleshooting

Managing Active Directory, ensuring proper user account organization, regular cleanup, and adherence to security policies

Managing of Windows 2008, 2010, 2012 and 2016 Servers

Managing Exchange 2010 (Mailbox & DB Management, Migrations, Maintenance and Troubleshooting)

Managing user offboarding process, ensuring timely removal of access from Active Directory, Exchange, printers, biometrics, and other critical systems

Conducting system cleanups to maintain security and compliance, removing outdated accounts and optimizing resource allocation

Mailman Administration (Linux) – Manage and Troubleshooting mailing lists

Administering Mimecast email security, including troubleshooting, policy creation, and spam filtering to enhance cybersecurity

Managing software inventory, ensuring proper tracking of licenses and renewals to maintain compliance

Administering and maintaining biometric registration systems, including facial, tag and thumbprint enrollment, troubleshooting, and removal for user access management

Monitoring and maintaining server uptime by ensuring a continuous power supply through generator fuel management during outages

Conducting daily inspections of server room infrastructure, including servers, networking devices, and air conditioning systems, ensuring optimal performance, environmental stability and maintaining/updating daily logs to document system status

Troubleshooting Servers, Networks, Wi-Fi AP's, Printers, Laptops, Modems, Routers, Software and Hardware issues

Managing and supporting PaperCut print management software, ensuring efficient printer usage, user access control, and cost tracking

Managing and supporting DocuSign solutions for secure electronic signatures, document tracking, and workflow automation

Managing and maintaining CCTV systems, ensuring proper installation, monitoring, and troubleshooting for optimal security coverage

Assisted in user onboarding and training for EduApp, ensuring effective use of the platform for educational purposes

Sage Evolution/People 300 (Configuration and troubleshooting)

SharePoint – Site Management, user permissions and document collaboration

Collaborating with Network Providers to address Internet issues, conducting diagnostics, and persistently following up until resolution is achieved

Training and mentoring interns on various IT processes and systems, ensuring they gained hands-on experience in all areas of IT operations

Troubleshooting and installing ACCENTRONIX routers and setting up VPN software for remote support

Troubleshooting as well as installing bond and thermal printers

Troubleshooting all problems with our Point of Sale terminals

Crimping network cables, wall mount points, running network points if required

Dealing with clients on a day to day basis offering highest support as possible with regards to hardware or software related problems

Setting up of pre-installations for technicians before a new site install is going out

Use of imaging software Drive Image, Acronis, and Norton Ghost

Liaising with operations in order to get sims activated for routers that our clients

Assisting technicians and clients with licensing of our software

Importing menus for installations for our many franchises that we have and testing them

Testing of all equipment that have been in for repairs or try fixing them before they can get sent out for repairs

Assisting with integration and configuration the use of Zapper software

Perform installation, maintenance, and repair work on voice networks at client sites

On-site support to identify, isolate and provide solutions to system problems

Conduct technical surveys at customer's business premises, prepare extensive notes and reports & provide additional advice and solutions were appropriate

Conduct extensive client-side technical surveys of sales to ensure the solution sold is fit for purpose and the infrastructure can support the sold solution

Where a sold solution is not fit for purpose, discuss and agree an alternative solution

Configuration of equipment for deployment to client sites

Diligent installation of Asterisk based IP PBX systems and IP based gateway solutions at client premise

Ability to install Telnet systems to a high standard of quality ensuring a 90% right first time with a particular focus on ensuring that we prioritize call quality over data

Ability to crimp and run networking cable where required, ensuring the cabling is neat and tidy

Ability to provide the sales team with constructive feedback on solutions

Ensure customer satisfaction is at the forefront of any customer interaction

Always present self to the customer in a positive and professional manner

Operate company vehicle in a safe manner whilst adhering to the rules of the road

Ability to manage own time effectively in order to deliver on target and demonstrate a professional approach and behavior's that aligns commitment to and delivery of brand values

Carry out other duties that may be reasonably requested from time to time

Adhere to and use all Information Technology and Information Security Policies & Procedures

Provide first line support telephonically or via email

Troubleshooting for Municipalities and Merchants on their hardware and software issues

Log faults and assign them to the technicians in the field

Assisting our SLA customers to a minimum of agreed time

Doing follow ups on calls that have been assigned and unresolved

Doing monthly reports on day to day issues for quality purposes

Monitoring various municipalities IS database server system

Working shifts and at times managing the service desk alone

Communicate with other departments and management to resolve problems and expedite work

Resolve complaints and answer questions of customers regarding services and procedures via inbound and outbound calls, emails, faxes and Live chats

Meet all reporting deadlines

Ensure the efficient management and quality of processes

Handle, meet and exceed client expectations

Interact with people at all levels

Review procedures for resolving various client problems

Management reporting

End to end client query resolution

Telephone/emails/personal meetings

Assisting with the implementation of loyalty programs and allocation of promotions

Drafting content for client emails, newsletters and web site content

Creating and implementing marketing strategies and executing activities for early recognition of client groups or segments

Evaluating in-house promotion results as well as monitoring and analyzing competitor promotions

Using the above factors to develop and devise promotions and competitions

Liaising with management, and third party service providers to promptly and effectively resolve client queries

Tracking and reporting on client account activity

Acquiring and retaining clients, developing and maintaining solid customer relationships at all times

Providing assistance to other areas of the company

General Admin work

Supporting independent pharmacies on a Linux based system with either hardware or software related queries telephonically on either a Point of Sale system or main server

Logging tickets and following up queries via contacting Medical aid schemes, Internet providers etc.

Using remote access to update software and fix problems live in a quick and efficient manner

Attend to technical call-outs

Installation and programming of various VOIP hardware, SIP accounts, PABX systems, ADSL routers

Fault finding and repairing in all sectors within the Telecommunications Industry

Site surveys

Helpdesk support for computerized Point of Sale systems

IT support and Troubleshooting, Networking & Hardware maintenance

Mainframe running of sales & reports

Database maintenance at Head Office, Setting up of computer hardware for testing environments

Responsible for all Database backup procedures

PC anywhere Remote assistance, Remote access into PC's with queries/troubleshooting

Managing of stock take at stores and stock control at Head office

Managing 44 stores across South Africa and at times traveling to these stores for IT support

Managing two employees under myself

Proactive monitoring of customer networks worldwide

Investigating alarms on circuits -network and power outages maintenance work and creating trouble tickets

Logging incidents arising in the network or from users, on the Remedy Service Desk system

Liaising with international telecommunication providers to raise and resolve network faults

Responding to alert notifications within strict SLA's

Escalating issues in accordance to company procedure

Manage Client and Supplier relationships on a working level

Dealing with client network problems, raising tickets both internal and external

Troubleshooting both ADSL and ISDN circuits through the use of Telnet

Fault tracking on newly implemented circuits

Offer first line support to all internet customers within the defined technical scope

Use the correct escalation procedure for serious problems (technical or non-technical)

Accurately record each call within the company's database

Offer first line support to all e-mail customers within the defined technical scope

Ensure high standards of telephone support

Handle customer queries, problems in a timorously and efficiently

Liaise with Level 2 Technicians or Managers to meet all objectives

Act in a professional manner in accordance with the company guidelines

Other projects as directed by the process management team