Desktop Support Technician

2 weeks ago

Randburg, Gauteng, South Africa O'Keeffe & Swartz Full time

The purpose of the job is to manage, monitor and maintain the business' IT desktop environment by providing desktop support to all end-users (local and remote) of the Group (O'Keeffe and Swartz as well as O'Keeffe and Swartz BPO).

This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.

RESPONSIBILITIES & DUTIES
The responsibility of a Desktop Support Technician is not exhaustive and may change from time-to-time as decided by Management.

  • Act as initial escalation path for 1st level analyst issues that require advanced troubleshooting or work beyond established time frames;
  • Escalate problems as needed to other 2nd level support groups within predetermined time limit;
  • Work closely with other 2nd level support groups to research, document and resolve issues affecting multiple end users;
  • Update logged calls, provide status updates and follow up resolutions to customers;
  • Adherence to IT projects and task Service Level Agreements;
  • Setting up new call centre consultants (ensuring requests are logged and tracked on Helpdesk) as required;
  • Printer Support (logged, tracked and reported as required);
  • Adherence to call resolution time according to SLA and Call Priority;

KNOWLEDGE, SKILLS AND ABILITIES

  • A+ Certification and/or at least one year experience in a similar role;
  • Knowledge of Microsoft packages and other software apps, including Windows 10;
  • Understanding the networking of computers;
  • Ability to rebuild and configure a PC and laptops;
  • Basic knowledge of networks and troubleshooting;
  • Good understanding of PC hardware and related peripherals;
  • Methodical with the ability to follow instructions especially software documentation;
  • Active Directory management experience;
  • Experience with installing and configuring network and standalone printers;
  • Ability to work under pressure in a face paced environment
  • Able to work shifts

Job Types:
Full-time, Permanent

Education:

  • High School (matric) (required)

Experience:

Desktop Support: 1 year (required)

License/Certification:

  • A+ Certification (required)
Application Deadline: 2023/11/21

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