Job Description: Provide support, assistance, and guidance to end users. Technician will also be required to assist with the support and maintenance of IT infrastructure that will fall within the EUS function, including but not limited to user account maintenance on selected systems, monitoring, troubleshooting, and testing of IT hardware and software.
Requirements
Grade 12, NQF Level 4, with 2 to 3 years in similar support role
Relevant IT diploma or degree will be advantageous
A+ and N+ certification
Basic network fault finding
MCDST or equivalent work experience
Superior computer skills on MS Packages
Active Directory and 365 knowledge (User account maintenance)
Hardware and Software trouble shooting skills
Knowledge of network topology and ability to provide support
Excellent communication skills (Verbal and written)
Strong administration skills
Conversant knowledge of IT terminology
In-depth knowledge of helpdesk call logging process and resolution reporting
Apple product knowledge would be advantageous
Key Performance Area
Technical end user support
Application and device troubleshooting and support identify root cause, resolve or route call with sufficient information to relevant team in order to provide repair solution efficiently
Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
Use approved remote management tools to remotely support end user devices.
Ability to do root cause analysis and troubleshooting across systems to resolve incidents
Available for remote support after hours and additional afterwork on an ad-hoc basis as required by business.
Assist with the connection of end user devices to Audio Visual support equipment
Build a working knowledge of Microsoft products
Support security policies and standards.
Administrative
Routing calls to correct support team in accordance to technical requirements
Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
Follow escalation matrix and keep customer informed.
Enabling management with communication about incidents/requests
Ensure assets under IT cost centers are tracked and maintained responsibly
Develop, document, and maintain Knowledge Based Articles related to end user support
Customer Focus
Ownership of Incidents and Service Requests, until resolution with continuous feedback.
Build Relationship with users to understand potential improvement opportunities for support.
Identify and understand business challenges of the end user and the impact thereof on support requirements
Ability to engage and liaise with all personnel including executive level personnel.
Close
