End User Support Technician

2 weeks ago


Johannesburg, Gauteng, South Africa recruitment ink Full time

Key Responsibilities
Technical Ability

  • 2nd line desktop troubleshooting and server support.
  • Full support of software and hardware on all PCs, laptops and notebooks.
  • Installation, reinstallation of MS operating system, drivers and relevant MS software (or other software, according to the client's standards.
  • Ensure virus protection functionality and updates on virus software.
  • Administer user Interface and passwords as and when required.
  • Coordinate hardware repairs / cabling and device configuration.
  • Remote desktop support (via Team Viewer)
  • Ensure an endtoend process is followed in terms of query resolution.
  • Enduser assistance and support for general computing issues.
  • Resolve all technical escalations and make outbound calls to clients.
  • Set up LAN and network equipment.
  • Analyse reported queries and identify corrective actions.
  • Document all support interactions, troubleshooting steps, and resolutions in the help desk ticketing system.
  • Attend all issues logged through the mailbox and Service Now.
  • Liaise with resolver groups to ensure regular feedback to clients on progress depending on agreed SLA.
  • Innovating and proactively testing new Technologies with relevant stakeholders to generate insights on what works, thus contributing to test and learn culture.

Competency Framework

  • Strong Customer focus.
  • Attention To Detail.
  • Strong verbal communication.
  • Strong written communication.
  • Good understanding of maintaining SLA's and OLA's.
  • Good understanding of Service Desk processes.
  • Ability to work within a team.
  • Good Time Management.

Minimum Requirements

  • Certified or worked on ITIL Environment before
  • Degree / Diploma in Information technology or Telecommunications
  • CCNA Certified
  • 3+ years' experience in Telecoms support (Networks, Business support or customer service)

Salary:
R10 000,00 - R18 000,00 per month

Ability to Relocate:

  • Johannesburg, Gauteng: Relocate before starting work (required)
Expected Start Date: 2024/04/01

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