Careers at Nation Media Group

Key Responsibilities:

• Server & Storage Management: Install, configure, and maintain server & storage hardware and software, including operating systems (e.g., Windows Server, Linux).
• User Account Management: Create and manage user accounts and permissions as per policy across various systems
• Backup and Disaster Recovery: Maintain backup solutions and test disaster recovery plans to ensure business continuity.
• Hardware and Software Maintenance: install, configure, troubleshoot and repair hardware including security patches and updates
• Security and Compliance: Enforce security policies and practices.
• Email and Communication Systems: Administer email servers and services (e.g., Microsoft Exchange, Office 365).
• Virtualization and Cloud Services: Configure and maintain virtualization platforms (e.g., VMware, Hyper-V).
• User Support: Provide technical support to end-users, addressing hardware, software, and network issues.

Qualification required:

• Degree in Information Technology, Computer Science or a related field.
• Minimum of 3 years' experience in a similar role
• Relevant certifications, such as CompTIA Network+, CompTIA Security+, Microsoft Certified Systems Administrator (MCSA)
• Strong knowledge and experience in server and storage administration, including server operating systems and network protocols.
• Proficiency in troubleshooting hardware and software issues.
• Understanding of IT security best practices.
• Excellent communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Flexibility to work outside regular business hours for system maintenance and emergencies.

go to method of application »

Key Responsibilities:

• Team Leadership: Supervise, mentor, coach and regularly appraise a team of Service Desk Analysts and system administrators.
• Operational Efficiency: Oversee the operational efficiency and quality of the team's incident response, including their day-to-day administration, Service Level Agreement (SLA) Compliance and user communication.
• Time Management: Developing the team's work and leave schedules
• Documentation and Knowledge Management: Maintain a knowledge base with solutions to common issues and best practices. Ensure that Service Desk Analysts contribute to and utilize the knowledge base effectively.
• Reporting and Analytics: Generate reports on service desk performance, including ticket volumes, resolution times, and user satisfaction. Analyze data to identify trends and opportunities for improvement.
• Vendor and Supplier Management: Manage relationships with IT vendors and service providers related to tools and technologies used within NMG.
• Continuous Improvement: Identify areas for process improvement and efficiency gains within the service desk. Implement improvements and best practices to enhance service delivery.

Qualifications:

• Degree in Information Technology, Computer Science, or a related field
• 2+ years supervisory experience
• Proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.
• Microsoft Certification (MCSE or MCITP)
• ITIL or ITSM Certification.
• Proficiency in using service desk software and ticketing systems.

Skills and attributes

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset and the ability to use data for decision-making.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Customer-focused with a commitment to providing exceptional service.

go to method of application »

SPECIFIC JOB RESPONSIBILITIES

• Provide first and second-level technical incident and problem management support services to end users in local and regional offices.
• Support and Administration of existing Back-Office Server Applications (i.e. Active Directory, Exchange, Windows Servers, SharePoint, SQL etc.)
• Participate in IT-related projects
• Meet or exceed the set Service Level Agreements (SLAs)
• Install, configure, maintain and support Software, Computers, Mobile devices etc.
• Escalate problems, as appropriate, to our external service support providers in order to ensure consistent timely resolution.
• To enforce, maintain, support and administer the existing IT security systems, services and policies.

To qualify for this position, you must have the following:

• Degree in Information Technology or equivalent
• At least 3 year's experience in a service desk or back-office support
• Working knowledge of Mac and Microsoft Operating systems and productivity applications
• MCSE or MCITP Certified or equivalent
• ITIL Certification

Personal Effectiveness

• Strong customer service skills with the desire and ability to exceed customer expectations
• Experience using ITSM incident tracking tools
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Ability to meet deadlines
• Ability to work under minimum supervision
• Ability to work during odd hours