REQUIRED LEARNING
- Grade 12
- Computer Literate Microsoft Outlook/Word/Excel (Essential)
- A+ or equivalent job experience would be advantageous.
- N+ or equivalent job experience would be advantageous.
- General understanding of network infrastructure and firewalls would be advantageous.
- 5 years Field Tech would be advantageous.
- General knowledge of desktop hardware and software
- Proven experience of solving complex problems.
- Knowledge of relevant Technology, Products and Service.
- Relevant knowledge in ticketing tools.
- Own vehicle and valid SA drivers license
- Occasional field work might be required to assist with support calls.
- Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.
- Managed service provider experience (Advantageous)
- 2 -3 years experience in:
- Azure
- MS Office 365
- MS Teams
- Sharepoint (Advantageous)
KEY JOB OUTPUTS
- Manage the business relationship with the client to ensure mutual trust & open communication
- Provides Level 2 support at the service desk.
- Act as escalation point for Level 1 service desk agents.
- Takes service calls and performs incident specific activities as directed by the Call Planners
- Performs preventative maintenance activities on certain products as directed
- Perform hardware and software installations
- Takes routine service calls and performs basic maintenance and support.
- Responsible for troubleshooting, installing, maintaining and hardware break-fix
- Provides technical support to customer in solving technical problems that occur during the installation
- Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents
- Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware
- Maintain SLA requirements (both internal and external)
- Ensure accurate completion of job cards
- Work independently without supervision
- Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve ticket.
- Ensure completion of ticket is within agreed SLAs.
- Interacts with client to gather additional info to enable faster resolutions of a ticket.
- Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral for L1s
- Proactively identifies problems and errors before they impact a clients service.
- Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket
- Ensures all changes are carried out with proper work/change approvals.
- Setup workstations and configure end-user software / hardware and upgrade existing client desktops.
- Monitors client infrastructure and solutions.
- Must share knowledge, communicate effectively and be willing to assist team members in getting task completed.
- Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket.
- Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.
- Execute approved maintenance activities. (These activities could include system patching; system upgrades or configuration changes etc.)
- Will be required to work standby shifts from time to time.
CORE COMPETENCIES
- Strong client service orientation and passion for exceeding expectations.
- Reliable and able to produce a high quality of work.
- Display excellent attention to detail and the ability to manage work processes.
- Excellent written and verbal Skills
- Positive attitude and ethical
- Excellent organisation skills
- Excellent analytical and problem-solving skills
- An ability to work to tight deadlines and within constraints
- Understanding of the billing / payment cycle
- Ability to multi- task
- Good Listening skills
- Team player
- Ability to perform under pressure
- Able to work independently and be self-disciplined
APPLICATIONS/ENQUIRIES
Email your CV and motivational letter
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