Customer Support Agent

2 weeks ago

Johannesburg, Gauteng, South Africa Performer Recruitment Full time

Our client who is a MSP based in Rivonia is looking for a Customer Support Agent, to provide first tier technical support to their users for hardware, software, and IT related issues and perform Service Desk duties as needed.

The Company is a technology driven company and make use of technology to better aid and support their clients. We're are looking for motivated and dynamic young individuals who want to further their career in the IT industry

Duties & Responsibilities

  • Resolve customer issues in a positive, professional, efficient manner and in compliance with the Customer Service Level Agreement (SLA).
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance.
  • Provide information, technical assistance and education to users as warranted.
  • Maintain, analyse, troubleshoot, and repair computer systems software.
  • Promote and adhere to departmental and organizational information security policies, standards, and procedures.
  • Properly escalate unresolved issues to appropriate internal/ external teams
  • Provide prompt and accurate feedback to customers
  • Ensure all issues are properly logged on the call logging system
  • You will be required to go to the client's site from time to time
  • You will be required to perform a standby function at most once a month for a week
  • Perform other related duties incidental to the work described herein.
  • Exchange troubleshooting, knowledge of Exchange 2010 is essential

Desired Experience & Qualification
Desired Skills

  • Good oral and written communication skills
  • Leadership qualities
  • Work well under pressure.
  • Strong documentation and admin skills.
  • Ability to effectively prioritize and execute tasks in a highpressure environment.
  • Solid technical background with hands on experience in the support environment
  • Teamwork skills: Diversity sensitivity
  • Must have knowledge of commonly used concepts, practices, and procedures within the information technology field, and be willing to continue education for professional growth.
  • Customer service skills
  • Time management skills
  • Keen attention to detail
  • Tenacity
  • Familiarity with call tracking software.
  • Professional discretion and confidentiality

Requirements:

  • Matric/ Grade 12 qualification
  • 23 years minimum experience in the IT field
  • Windows 7 >, A+, N+, MO36
  • Juniper & NSE 4 advantageous
  • Completed or on the way to complete a valid MCSE or MCITP certification
  • Basic server support will be advantageous: Good knowledge of Windows Server basic support, (File and Print, DNS, DHCP, Shares, Permissions)
  • Switching and Wireless knowledge
  • Excellent MS Office knowledge
  • Welldeveloped organizational and time management skills
  • Clear criminal and credit record

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