Support Engineer CPT
4 weeks ago
- Matric required
- CompTIA: A+ and N+ (Highly desired)
- ITIL Fundamentals (nice to have)
- At least 2 years of experience in commercial Information Technology
- Experience in PC Hardware configuration
- Experience in supporting LANs WANs, PC operating systems and desktop software
- Experience in a managed services environment
- Experience in supporting mobile devices (iOS, Android)
Responsibilities:
- Resolving technical faults that are both hardware and software related or providing correct diagnosis
- Responding to critical and major incidents as escalated.
- Providing temporary fixes and workarounds to unresolved Service Desk issues
- Remote to systems providing support services, according to procedures.
- Responding to requests for assistance by providing information to enable users to resolve their problems.
- Providing an effective interface between users and service providers supplying all necessary diagnostic information.
- Providing remote and onsite technical support to users.
- Answering technical queries and providing advice and education to users.
- Carries out agreed operational procedures, including network configuration, installation, and maintenance.
- Identifies operational problems and contributes to their resolution.
- Investigates and report problems in systems, processes, and services.
- Assists with the implementation of agreed preventative measures.
- Acts as the routine contact point, receiving and handling requests for support.
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Contributes to creation of support documentation
- Installs or removes hardware and/or software, and associated connections, using supplied installation instructions and tools.
- Conducts tests and corrects malfunctions.
- Apply change control procedures
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