Junior IT Support Engineer - South Africa
SUMMARY To provide helpdesk support to customers, assisting them with hardware and software via phone and e-mail. Visit customers to assist with technical issues. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To provide technical support; Answering support queries via phone, email and Ticket system Taking clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues To maintain a high degree of customer service for all support queries and adhere to all service management principles To take ownership of user problems and be pro-active when dealing with user issues Troubleshooting system and network problems and diagnosing and resolving hardware or software issues Setting up new user accounts and profiles and dealing with password issues To escalate more complex calls to a more senior IT Support member in timely manner Maintain a log of any software or hardware problems detected (Within Ticketing System) Support users in the use of computer equipment by providing necessary training and advice Installing and configuring computer hardware, operating systems, and applications Monitoring and maintaining computer systems and networks Maintains ISO compliancy at all customers Maintain network security and compliance Complete daily verifications on all critical systems including but not limited to: Backups, Event logs, Antivirus, Firewalls Maintain allocated customer network infrastructure with emphasis on reliability, uptime, compliance, security. Maintain high degree of professionalism while on customers premises. Conduct network audits reports as stipulated by Internal and external Auditors Adhere to Ticketing system procedures with emphasis on ticket completion within allocated SLA timeframes SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Flexible hours to meet customer demands and requirements. EDUCATION and/or EXPERIENCE N networking diploma or minimum of 3 years practical experience in IT Previous Helpdesk (Telephone) support experience will be beneficial Microsoft Office 365 Administration will be an advantage TCP/ICP (Networking) and 802.11 (wireless) experience Domain controller experience will be an advantage
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