Service Desk Engineer (1st line) - South Africa
We have a great opportunity for a Service Desk Engineer.
As a remote Service Desk Engineer, your role will be crucial in delivering high-quality technical support to clients by swiftly resolving issues, maintaining IT systems, and providing exceptional customer service. We are looking for candidates who have a solid technical background, effective communication skills, and a proactive mindset to tackle problems efficiently and effectively.
Duties will include, but not limited to:
- Providing first-line technical support to end-users via phone, email, or in-person
- Addressing hardware, software, and network-related issues promptly and efficiently.
- Diagnosing and resolve technical issues
- Utilizing appropriate tools and resources
- Escalating complex problems to the appropriate teams when necessary Log, track, and prioritize support requests using ticketing systems and ensuring timely resolution and maintaining accurate records of all interactions.
- Reviewing tickets on our service desk platform
- Ensuring platform is updated on ticket progress
- Ensuring tickets are completed timeously
- Ensuring summary of work has been completed on the ticket
- Creating summary of work completed and sent back to client
- Logging and tracking the details of customer requests and problems as tickets if clients contact you directly
- Ensuring platforms are authenticated
- Identifying types, categories, severity and urgency of tickets
- Responding to customer queries via call/message with prompt, accurate and courteous replied
- Trouble shooting software issues
- Assigning hardware issues to Field engineers
- Liaising with third party vendors when required
- Researching issues that cannot be resolved
Qualifications and Experience:
- Matric plus Diploma in Computer Science / Information Systems or engineering
- Min 3 years relevant working experience as a Service Desk engineer (1st Line) in the ICT space
- Must have own vehicle and drivers license
- Excellent communication skills
- Exceptional client services experience
- Detailed orientated
- Computer literate
- Well experience hardware and software
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
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