Simphiwe Phewa
IT support engineer
Durban
Summary
Professional with strong background in IT support and technical troubleshooting. Skilled in diagnosing and resolving hardware and software issues, managing networks, and providing exceptional customer service. Known for effective team collaboration, adaptability, and delivering results in fast-paced environments. Proficient in various operating systems, network configurations, and IT service management tools. Reliable and flexible, ensuring seamless IT operations and user satisfaction.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
IT Support Technician
Outworx Call Centre
06.2023 - 11.2024
- As an IT Support Engineer at Outworx Call Centre, I was to ensure the seamless operation of IT systems, supporting a high-performing call center environment
- My role involved providing technical support, troubleshooting hardware and software issues, and maintaining a secure and efficient IT infrastructure to enable uninterrupted service delivery
- Provide prompt first-line and second-line technical support for hardware, software, and network-related issues to on-site and remote users
- Troubleshoot and resolve IT incidents, including workstation performance, application errors, and connectivity issues
- Manage user accounts, permissions, and access control via Active Directory and Office 365
- Support call center-specific technologies such as telephony systems, CRM platforms, and headsets
- Ensure VPN and remote access configurations for employees working off-site are functional and secure
- Maintain IT documentation, including asset inventories and support tickets, ensuring accuracy and accessibility
- Assist with system installations, upgrades, and regular maintenance of IT equipment
- Collaborate with the IT team to implement security protocols and ensure compliance with IT policies
IT Support Engineer
CCI South Africa
08.2018 - 08.2022
- As an IT Support Engineer at CCI South Africa, I was responsible for providing technical assistance, troubleshooting hardware and software issues, and ensuring optimal performance of IT systems
- You will support both on-site and remote users, manage IT resources, and contribute to maintaining a reliable and secure IT infrastructure
- Provide first-line and second-line support for hardware, software, and network issues
- Diagnose, troubleshoot, and resolve IT incidents in a timely manner
- Assist with system installations, configurations, and upgrades
- Monitor and maintain IT systems to ensure seamless operations
- Manage user accounts, permissions, and access (Active Directory, Office 365)
- Support remote users with VPN connectivity and related IT tools
- Document issues, resolutions, and processes in the ticketing system
- Ensure compliance with IT security policies and best practices
Education
National Diploma - Information and communication Technology in Software development
Mangosuthu University of Technology
Durban, KwaZulu-Natal 01.2013 - 11.2016
Skills
Active Directory
NAC
Technical Support to Server & Network Infrastructure
Wireless Access point configuration
Exchange Administration
O365 Administration
VoIP System Configuration & service management
Remote troubleshooting and diagnostics
Power Shell Scripting
Azure AD troubleshooting
Firewall management
Incident management and ticketing systems
O365 reporting
User account and access management
Printer support
Remote desktop support
Application support
Active Directory management
VoIP systems
Personal Information
Willing To Relocate: Anywhere
Timeline
IT Support Technician
Outworx Call Centre
06.2023 - 11.2024
IT Support Engineer
CCI South Africa
08.2018 - 08.2022
National Diploma - Information and communication Technology in Software development
Mangosuthu University of Technology
01.2013 - 11.2016