Support Technician

4 weeks ago

Roodepoort, South Africa HR Genie Full time

Job Summary:The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to clients both onsite and remotely.The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.Responsibilities:Technical SupportProvide remote support to end users.Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.Provide VIP support to clients executive membersTroubleshoot software and hardware related incidents and requests remotely.Perform application troubleshooting and support as per incidents and requests.Work with vendors and internal resources to facilitate resolution of incidents and requests.Ticket ManagementRespond to Incidents and requests assigned via the ITSM Tool.Ensure Ticket updates are current, and end users informed of progress.Respond to and Resolve incidents within SLA.Assess, review and resolve assigned tickets within stipulated SLA.Escalate tickets where applicable.Client EngagementCommunicate effectively with relevant Stakeholders including team members and Management.Liaise with end users to effectively reach resolution on incidents and requests.Keep users informed of priority changes and timing of resolutions.Follow up with users to confirm that resolutions met requirements before closing the ticket.QualificationsMatric and a relevant qualificationValid Drivers LicenseWillingness to travel extensively (including overnight stays when required)Able to work after hours and over weekends when requiredAt least 3 years of desktop support experienceMust have prior experience with Microsoft Intune, Microsoft Endpoint Configuration Manager and Microsoft 365Must have prior experience with Dell desktopsExperience in documentation and standard operating procedure developmentAbility to work independently and handle a range of unexpected challengesDetail-oriented with a proactive approach to problem-solving.Flexible and adaptable to changing circumstance

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