IT Helpdesk Technician/IT Field Technician - - Cape Town City Centre

REQUIRED LEARNING

Grade 12
Computer Literate Microsoft Outlook/Word/Excel (Essential)
A+ would be advantageous.
N+ 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.
Huawei qualification (Advantageous)
Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.
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
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.