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IT Help Desk Support Engineer

4 months ago

Johannesburg, South Africa Deka Minas Pty Ltd Full time

Our client is a leading telecommunications company in South Africa, committed to delivering innovative and reliable communication solutions to their customers. They are dedicated to staying at the forefront of technology and providing exceptional services. In support of their continued growth; we are seeking an experienced Networking Security Engineer to join their team and contribute to their success.

Description

The IT Help Desk Support Engineer is a technical position that requires basic knowledge across multiple areas of IT Support & Infrastructure. The IT Help Desk Support Engineer will be responsible for delivering effective IT Support requirements, to ensure maximum productivity of end users.

Key Performance Areas

  • Provide First and Second Level End User Support. (L1 and L2)
  • Installation, Troubleshooting & Maintenance of the below Hardware:
    • Laptops.
    • Desktops.
    • MFP Printers.
    • VOIP Hardware.
    • Networking Hardware (Wired & Wireless).
  • Ability to troubleshoot, diagnose and resolve faults, as logged on the Companies Helpdesk System, escalating to the Systems Administrator where necessary, quickly, and effectively.
  • To provide technical support; Answering support queries via phone, email and Ticket system
  • Taking clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be pro-active when dealing with user issues
  • Troubleshooting system and network problems and diagnosing and resolving hardware or software issues
  • Setting up new user accounts and profiles and dealing with password issues
  • To escalate more complex calls to a more senior IT Support member in timely manner
  • Maintain a log of any software or hardware problems detected (Within Ticketing System)
  • Support users in the use of computer equipment by providing necessary training and advice
  • Installing and configuring computer hardware, operating systems, and applications
  • Monitoring and maintaining computer systems and networks
  • Maintains ISO compliancy at all customers
  • Maintain network security and compliance
  • Complete daily verifications on all critical systems including but not limited to: Backups, Event logs, Antivirus, Firewalls
  • Maintain allocated customer network infrastructure with emphasis on reliability, uptime, compliance, security.
  • Maintain high degree of professionalism while on customers premises.
  • Conduct network audits reports as stipulated by Internal and external Auditors
  • Adhere to Ticketing system procedures with emphasis on ticket completion within allocated SLA timeframes

Please note that by submitting your personal information to Deka Minas you free-willingly issue the business consent to make use of such data for the specific purpose of securing you either permanent or temporary employment. Our business makes use of a POPIA compliant database and you have the right to access, right to correction and right to deletion of your personal information