IT Support Technician I

2 weeks ago

Cape Town, Western Cape, South Africa Personal-Best Full time

My Client, a US based IT solutions provider is urgently seeking a dynamic, responsible and knowledgeable IT Support Technician to provide remote support to their clients based on the US east coast.

The company provides both remote troubleshooting support and also provides on-site hardware and other support to their clients. This role will be performed remotely and will be supporting clients with troubleshooting of various issues.

Essential Skills & Experience
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Minimum of 3 years experience in IT support & troubleshooting:

-
Post high school vocational training in IT:

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CompTIA/CompTIA+ certification is highly desirable:

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Previous experience of configuring IP stations:

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Previous experience working with Firewalls:

-
Previous experience using ticketing systems and/or CRM systems:

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Ability to set up VPN's:

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Previous experience of troubleshooting IP address problems:

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Strong knowledge of remote access support and relevant software:

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Strong knowledge of Windows 10 & 11, Mac OS and Linux Operating systems
:

-
Strong customer service skills (applicable to the US):

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Excellent level of written and spoken English:

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Reliable & able to work on EST (eastern standard time):

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Positive attitude, strong problem solving skills:

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Technical troubleshooting skills

The Role
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Take incoming calls from clients and provide friendly customer service:

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Listen to customers technical issues and troubleshoot the problem professionally:

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Complete a range of standard checks, troubleshooting and potential resolution methods:

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Set up VPN's & Firewalls, access clients devices remotely:

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Complete IP Config, use ticketing systems:

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Troubleshoot IP address issues:

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Walk clients through steps to check their problem:

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Escalate problems to tier 2 support or on-site support if they cannot be resolved:

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Create and monitor support tickets:

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Update customers with the status of their support ticket:

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Ensure the system is updated with customers problems and resolutions and escalations as required:

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Work with various clients and systems and programs/platforms

Why Choose us?

My client offers a robust and continuous training schedule for the first 9 months of employment, ensuring you succeed within the role. They also offer the following benefits
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Continuous training and development:

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50% contribution to health insurance costs:

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18 days of paid time off (vacation)

Salary:

R R222.00 per hour

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

Application Question(s):

  • Please list your expertise with Windows 10 & 1
  • Please list which ticketing systems you have used
  • Please list which Remote access software you have used
  • Have you configured network settings?

Education:

  • Certificate (required)

Experience:

  • IT Support: 3 years (required)
  • Troubleshooting: 3 years (required)
  • Customer service: 3 years (required)
  • VPN set up: 2 years (required)
  • Firewall set up: 2 years (required)
  • IP configuration: 2 years (required)
  • Remote access software: 2 years (required)

License/Certification:

  • CompTIA (required)
Expected Start Date: 2023/07/31

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