Helpdesk End-User Support Technician

Found in: Talent ZA 2A C2 - 2 weeks ago


Cape Town, South Africa Armstrong Appointments Full time

Terms

The position is permanent, with a focus on providing excellent technical support as

part of the internal helpdesk team.

Position

In-house, as part of the customer end-user support team.

Key Responsibilities

Technical Support:

Providing remote technical support to end-users, including receiving,

logging, resolving, and closing support tickets.

Managing user expectations and ensuring effective communication

throughout the support process.

Areas of Support:

Windows and Mac OS Device support

Basic network and server support

Microsoft 365 and other cloud services

Data management, backup and recovery

Telecom/PBX systems support

Mobile device management

Software installation and troubleshooting

Documentation:

Documenting all resolved tickets, actions, and solutions in the helpdesk

system.

Creating and updating internal knowledge base articles.

Processes:

Following and improving existing IT support processes.

Collaborating with the IT team to enhance overall service delivery.

Customer Interaction:

Providing excellent customer service via phone, email, and chat.

Escalating complex issues to relevant teams or senior technicians.

Traveling to customer sites for onsite support requirements.

Professionalism:

Maintaining high standards of professionalism and confidentiality.

Language:

Proficiency in English, both verbal and written.

Qualifications and Education

CompTIA A+

CompTIA Network+

CompTIA Sec+

2-3 years of experience in a helpdesk or similar IT support role

Preferred Skills

ITIL Foundation certifications

Experience with remote support tools

Familiarity with ticketing systems

Desirable Qualifications

MD-102 - Endpoint Administrator

MS-300 - Deploying MS365 Teamwork

MS-500 - MS365 Security Admin

MS-100 - MS365 Identity and Services

MS-101 - MS365 Mobility and Security

Microsoft certifications related to desktop and cloud services.

Experience with cybersecurity practices

Familiarity with various software and hardware troubleshooting

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.


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