Desktop Support Technician

5 months ago

Johannesburg, South Africa IOCO Full time

Are you passionate about providing technical support and ensuring end-user satisfaction? We're looking for a dedicated Desktop Support Technician to join our team. In this role, you'll be responsible for providing desk-side or remote support to end-users, resolving service requests, and ensuring the smooth operation of desktop systems and applications.

What you’ll do:

  • Maintenance of staff computers and printers and general user support.
  • Monitor problem ticket work queues and interact with management to provide progress updates and closure notifications.
  • Standard PC/printer break-fix tasks.
  • Some break-fix tasks related to application-specific requests (i.e. installing in-house developed and vendor-specific software, resetting passwords, etc).
  • Monitors and evaluates new network and client desktop products; makes recommendations accordingly.
  • Answer help desk calls as needed, provide user support remotely as needed, and escalate service tickets to higher-tier technicians when appropriate.
  • Provide application-level support for standard Microsoft applications as well as application tools deployed on desktops and laptops.
  • First line Support of various in-house developed applications.
  • Reinstallation of PCs, up to and including OS-level installs, application installs, execution of local scripts, and physical deployment of hardware.
  • Support and follow through of all requests that cannot be resolved remotely where a 3rd party vendor needs to do a site visit.
  • Solid understanding of Mobile device connectivity.

Your Expertise:

  • Solid proficiency in managing and supporting a production-class Corporate Desktop Computing environment. In-depth administration experience working with Enterprise-class software and hardware, Microsoft-based Operating Systems, Active Directory, strong experience with PCs, MACs, laptops, and the various Microsoft/Apple productivity applications/ products is necessary.
  • Must demonstrate technical aptitude and enthusiasm in the various system technologies and disciplines.
  • Technical understanding of enterprise computing and how various components are interrelated is essential.
  • Strong written, verbal, analytical, technical, and interpersonal skills are essential.
  • Provide strong planning and organizational skills and maintain the ability to effectively handle multiple situations, manage priorities, and work with only minimal supervision and direction.
  • Utilize strong problem-solving skills. Customer service orientation.
  • Must be able to provide a high level of customer service when dealing with frustrated end users.
  • Display a strong desire to achieve and attain high levels of both internal and external customer satisfaction.
  • Maintain a constant awareness and understanding of emerging technologies and methodologies.

Qualifications Required:

  • Minimum of 3 years hands-on Desktop Support experience with Hardware and Software installation experience.
  • Microsoft-based Operating Systems, Active Directory, strong experience with PCs, MACs, laptops, and the various Microsoft/Apple productivity applications/ products is necessary.
  • A+, N+, (Required)
  • MCSE with at least 3 years experience (Required)
  • ITIL V3 Foundation (Advantageous)
  • Associate's Degree in Engineering, Computer Science, or other technical disciplines and/or equivalent work experience. (Advantageous)

Personal Attributes:

  • Good interpersonal skills.
  • Valid Driver’s License and Transport.
  • Superior organizational and time management skills.
  • Must be prepared to work flexible hours or shifts.
  • Ability to cope well in a pressurized environment.
  • High Initiative and problem-solving skills.
  • Willingness to assist.
  • Excellent follow-up skills.
  • Team Player but must be able to work as an individual.

Other information applicable to the opportunity:

  • 4 Months Contract Position - (for someone on maternity leave)
  • Location: Parktown

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