Stowe Holdings is looking for a motivated, customer-focused Level 1 Systems Technician to join our growing IT team. This role is ideal for someone who enjoys solving technical problems, delivering excellent customer service, and building a career in IT support.
As a Level 1 Systems Technician, you will provide first-line technical support to clients, troubleshoot and resolve common hardware, software, and network issues, and escalate more complex problems to senior technicians when required. You will play a key role in maintaining a high standard of customer service while ensuring issues are resolved efficiently and professionally.
KEY RESPONSIBILITIES
CUSTOMER SERVICE (30%)
- Professionally respond to and assist with all customer queries
- Remain courteous, tactful, honest and professional in all communication with other parties
- Regularly update all customers with progress information and estimated times to completion
- Regularly follow up on outstanding queries with other entities who are involved with specific requests
- Adhere to and comply with all commitments made
- Remain calm and collected in adverse situations
- Be alert to deteriorating customer service within the environment and intervene directly or by escalation.
TECHNICAL LEADERSHIP (5%)
- Provide subject matter expertise in systems engineering, troubleshooting, and problem resolution.
- Mentor and train junior team members in technical skills and procedures.
- Function as an escalation point for complex technical issues, working closely with the help desk team to resolve them efficiently.
- Foster a customer-centric approach among team members, emphasizing the importance of customer satisfaction.
PROBLEM SOLVING AND PROCESS IMPROVEMENT (5%)
- Lead root cause analysis efforts for recurring or critical issues, collaborating closely with other teams to prevent future incidents.
- Proactively identify potential issues and develop preventive measures to mitigate them.
- Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction.
- Develop and implement best practices and standard operating procedures for incident management and support.
DOCUMENTATION AND KNOWLEDGE MANAGEMENT (5%)
- Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team.
- Promote knowledge sharing and contribute to the creation of a centralized knowledge base.
LOGGING AND MANAGEMENT OF LINE 1 TICKETS (20%)
- Ensure tickets are logged correctly carrying all relevant site data and according to internal best practice guidelines and ticket logging protocol.
- Categorize tickets according to the internal severity matrix, and ensure tickets are resolved within the required SLA (Service Level Agreement).
- Routinely update the pending list on the ticket management system.
- Log tickets with an internal Line 1 technician where required.
- Liaise with all relevant stakeholders for the end-to-end call management process.
TELEPHONIC AND EMAIL CORRESPONDENCE (10%)
- Effectively manage communication with customers and resolvers through email, telephonic and ticketing portals.
- Share regular ticket updates with customers, ensuring ticket comes to resolution.
PROBLEM SOLVING AND PROCESS IMPROVEMENT (5%)
- Lead root cause analysis efforts for recurring or critical issues, collaborating closely with other teams to prevent future incidents.
- Proactively identify potential issues and develop preventive measures to mitigate them.
- Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction.
- Develop and implement best practices and standard operating procedures for incident management and support.
DOCUMENTATION AND KNOWLEDGE MANAGEMENT (5%)
- Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team.
- Promote knowledge sharing and contribute to the creation of a centralized knowledge base.
SYSTEM MANAGEMENT AND PREFORMANCE OPTIMIZATION (5%)
- Proactively ensure that the client’s systems and infrastructure are maintained to the highest levels.
- Proactively address any potential issues swiftly and effectively.
- Ensure all journal entries are accurate.
- Monitor and evaluate application performance.
- Identifying bottlenecks devises effective solutions.
- Uphold robust security practices and implement backup and redundancy strategies to ensure the integrity and reliability of our systems.
CONTINUED DEVELOPMENT (5%)
- Complete assigned refresher courses to stay up to speed with industry and internal best practice.
- Monitor and evaluate application performance.
- Identifying bottlenecks and conceptualizing effective solutions.
COLLABORATION (5%)
- Ensure effective communication and teamwork
- Effectively collborate with Line 1 teams to bring tickets to resolution
MINIMUM REQUIREMENTS
Relevant certifications such as CompTIA A+ N+
- Degree/ Diploma in IT or equivalent
- Minimum of 2-3 years of experience as a Help Desk Technician or related positions in call centers, technical support, or IT.
- Familiarity with operating systems and software management.
- Proficiency in troubleshooting techniques.
- Valid South Africa ID
Work Location: In person
