Junior Helpdesk Technician

3 weeks ago

Johannesburg, South Africa Recru-it Full time

Job Specific Requirements Qualifications: T Diploma or/ IT Certifications Experience:Experience in a technical support role dealing with customer issues and resolving matters telephonically. As well as experience with device preparation. Job Knowledge:Technical knowledge related to PC, content, networking, and general software. Job Related Skills: Professional telephone skills, PC literacy, Multi-lingual and verbal competency in multiple South African National Languages, Problem Solving ability Main PurposeTo offer remote technical support to clients and troubleshoot issues remotely via telephone and any alternative means of remote support. Assisting clients with any content related requests. To ensure matters get resolved, if not remotely, by dispatching the necessary field technicians and coordinating the call-out until the matter has been resolved. Key Performance indicatorsRemote Technical SupportContent SupportAbove 95% of support tickets (incidents) resolved within SLAAbove 98% of request tickets (content, preparations) resolved before deadline100% adherence and application of quality standardsTechnical knowledge up to date on all products offerings and functionality Main ResponsibilitiesFirst-line support on incoming tickets and inbound callsRemote troubleshooting/fault finding and support to customersResolving issues through remote connection, telephone support or e-mail and escalating serious issues to the relevant project engineer or field technicianCoordinating field technician and contractor callouts to resolve issuesEnsuring proper closure of callouts through sign-off, job cards and invoicing in collaboration with the companies central servicesAssist with device preparation and configuration for jobs, SLA replacements and projectsHelpdesk system administration (log, resolve, escalate and manage tickets on the helpdesk system)Resolving and managing technical client issues.Resolving content management requests (uploads, deletions, changes, and QA).Testing & evaluation of new features of software.Basic development for customer specific solutions & integration.Support installation team during installation.Documentation and client listings update as required, for example branch contact details, contacts etc.Prepare monthly quotations to service any offline units for remote and SLA clients.Professional and efficient client service and assistance.Need to be flexible to work onsite of clients if needed. Other requirementsValid South African ID

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