IT Professional

2 weeks ago


Cape Town, Western Cape, South Africa Solid Systems Full time

About us:


We help businesses around the globe to step into the future confidently by providing world-class IT services, in the most human way possible.

We have a passion for technology and the way that it evolves, which is why we're constantly improving the tools and methods we use.

We offer a wide range of services across South Africa and UK, which include:

  • Fully Managed IT Service
  • Cybersecurity Protection
  • Microsoft 365 Productivity Solution
  • Microsoft Azure Cloud Services

Purpose of the role:


We are looking for an IT Professional to join our team, providing clients with support for their requests, and taking proactive steps to build up their technologies and improve their businesses.

You're accountable, trustworthy, and a great people person who's good at building lasting relationships with your colleagues and our customers.

You're well-versed in all things technical, and all things Microsoft in particular. You keep up with tech trends and business trends.

Role Responsibilities:

  • Provide remote support troubleshooting to clients to resolve technical issues in line with SLA.
  • Provide onsite Support to clients to resolve technical issues.


Conduct recurring visits
  • Remote or onsite.
  • Handle escalations from Tier1 and Junior IT Pros if relevant.
  • Reduce average ticket SLAs.
  • Provide afterhour support as per company policy.
  • Take incoming calls, assist if possible or redirect to the correct person.
  • Take the initiative to provide assistance to team members.
  • Ensure tickets are reviewed correctly as per the 8point checklist prior to acknowledging.
  • Assist with the implementation of project tasks.
  • Ensure clients are satisfied with the services and value delivered.
  • Escalate client issues/risks to the account manager.
  • Identify and collaborate on opportunities to add more value to existing clients.
  • Complete tasks allocated to implement digital transformation technologies for selected customers and projects.
  • Follow SOPs and Assist with the creation of SOPs and processes.
  • Identify opportunities for developing new SOPs or processes.
  • Provide suggestions for the continuous improvement of SOPs for the Technical Team to ensure efficiencies and improve customer service.
  • Utilise standardised project templates and processes to ensure efficiencies and add customer value.
  • Post time entries in real time.
  • Provide input to estimated hours from a technical perspective.
  • Complete project tasks as per the project lifecycle.
  • Project processes are up to date on systems.
  • Maintain accurate documentation and tooling (IT Glue, N Central, Autotask) in realtime.
  • Upskill and provide the opportunity for new team members to work shadow.
  • Participate and contribute to Level 10 meetings.
  • Ensure productivity is optimised with technical excellence.
  • Deal with escalated queries and projects.
  • Submit reports on time (Timesheets, expense reports, overtime reports and standby reports).
  • Drive a mindset of delivering a WOW factor service that delights our customers.
  • Provide technical training and technical input on the training schedule.
  • Take accountability to creating and execute on own personal and professional development plan.
  • Act in accordance with company culture and values.

Requirements:

Role requirements:

  • IT Qualification is advantageous.
  • 2 Years + of IT Support experience in a similar role.
  • Microsoft Certifications (Azure and Microsoft 365 are a bonus).
  • Demonstrated experience in a Managed IT Services environment.
  • Great English speaking, reading, and writing skills with brilliant communication and the ability to explain complex technology in a way that our clients easily understand.
  • Ambition and an eagerness to learn and improve yourself.
  • Driver's license and own car.

Technical Skills required:

  • Experience with Autotask, Nable and IT Glue is a bonus.
  • Experience with Microsoft 365, Azure, Active Directory and Microsoft Exchange.
  • Experience troubleshooting environments with Microsoft Desktop and MAC Operating Systems.
  • Experience with troubleshooting networks
  • LAN and wireless networks, firewalls, DHCP, DNS and TCP/IP.
  • Brilliant with a support ticketing system and beating SLA targets.

Benefits:

What you'll gain from joining us:
At Solid Systems, we're all about strengthening our humans, and our clients, connections. Because life isn't about the job you do. It's about your achievements, the way you spend your time, and the legacy that you leave behind.

  • Above average annual leave
  • Flexible work options, including remote/hybrid work environments and the potential for flexitime wherever possible
  • Regular compensation reviews we reward great work
  • Monthly performance bonus based on productivity and technical excellence
  • You have a direct impact on generating more income
  • Study allowance & leave to ensure personal development through upskilling & certifications
On top of this, you'll be working for

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