• Provide a high-level technical escalation role (Level2/Level3) for the On-site engineers and the user community. Work with network management (NM) to analyse and resolve problems.
• Provide 2nd line support for all HP servers & NetApp storage network problems. Resolve problems remotely and if necessary go to site, including Africa.
• Manage the client portion of the DR/Dev.
• Support the client Audio visual and Video conferencing.
• Support 1st line PABX
• Provide exceptional support for the client exec.
• Plan, document, schedule and test Disaster Recovery (DR) and service continuity (SC) audits for all all sites.
• Ensure efficient and effective utilization of users applications and equipment.
• Establish and control I.T systems access and security.
• Ensure that all client sites comply with client’s audit and group standards.
• Liaise with outside vendors (HP, Telkom, AdaptIT, MST, Kronos etc.) ensuring minimum downtime to the client wan and Business applications.
• Supervise work undertaken by hardware, software and network suppliers and contractors to ensure quality meets company and client standards.
• Obtain an in depth understanding of the infrastructure installations at ALL sites: Network, servers, desktops, radio, VSAT, routers etc.
• In conjunction with the on-site engineers & NM, ensure relevant documentation for the above is up to date: white files, network diagram's, SOP’s, service continuity etc.
• Asset management – work with the operations team to ensure asset management information is up to date and accurate.
• Work with NM to review network management statistics on a monthly basis. Identify & rectify problems as required.
• Work with call centre & on-site engineers to analyse call centre reports on a monthly basis. Id & rectify problems as required.
• Identify areas for service improvement from all the above. Ensure a process of continuous improvement is carried out.
• Provide back-office support to remote African sites. Ensure they comply with operations standards. Site visits are required from time to time. Each African site to be visited at least once a year and the SA sites at least once a quarter.
• Obtain an understanding of the relevant license agreements in effect at company: Microsoft & TrendMicro. Ensure client is legal.
• Develop the operations team – assist the on-site operations staff to improve their skills on an on-going basis.
• Technical evaluation – Assess any new changes to the company infrastructure and their potential impact. Assist with proof of concept testing when required. Provide input and assist with infrastructure expansion designs and installations.
• Capacity planning – work with NM. Assess existing capacity on an on-going basis and provide recommendations in advance on a proactive basis when upgrades are required.
• Manage and support Virus protection at all levels within the company Network.
• Take responsibility for the Head Office group dependant servers.
• Manage the Daily Health Process - Remotely verify the accuracy of daily health checks performed by engineers at regular intervals. Ensure backups are successfully completed at all sites
• Security Management - Ensure that Microsoft Security patches/fixes are tested and implemented across the group. Identify and action security weaknesses for any area within the company outsource SOW. Test and implement all releases of service packs across the group.
• Change Control Management - Take ownership and responsibility of change control on a group wide basis. This includes new applications that may be installed from time to time
• White Files - Responsible for maintaining and updating site white files.
• Internet Access - Control and manage the Internet process, access, monitoring and reporting