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IT Field/Helpdesk Technician for Managed Service Provider

4 months ago

Cape Town, South Africa IT Naledi Solutions Full time
REQUIRED LEARNING
  • Grade 12
  • Computer Literate Microsoft Outlook/Word/Excel (Essential)
  • A+ or equivalent job experience would be advantageous.
  • N+ or equivalent job experience would be advantageous.
  • General understanding of network infrastructure and firewalls would be advantageous.
  • 5 years Field Tech would be advantageous.
  • General knowledge of desktop hardware and software
  • Proven experience of solving complex problems.
  • Knowledge of relevant Technology, Products and Service.
  • Relevant knowledge in ticketing tools.
  • Own vehicle and valid SA drivers license
  • Occasional field work might be required to assist with support calls.
  • Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.
  • Managed service provider experience (Advantageous)
  • 2 -3 years experience in:
  • Azure
  • MS Office 365
  • MS Teams
  • Sharepoint (Advantageous)

KEY JOB OUTPUTS
  • Manage the business relationship with the client to ensure mutual trust & open communication
  • Provides Level 2 support at the service desk.
  • Act as escalation point for Level 1 service desk agents.
  • Takes service calls and performs incident specific activities as directed by the Call Planners
  • Performs preventative maintenance activities on certain products as directed
  • Perform hardware and software installations
  • Takes routine service calls and performs basic maintenance and support.
  • Responsible for troubleshooting, installing, maintaining and hardware break-fix
  • Provides technical support to customer in solving technical problems that occur during the installation
  • Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents
  • Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware
  • Maintain SLA requirements (both internal and external)
  • Ensure accurate completion of job cards
  • Work independently without supervision
  • Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve ticket.
  • Ensure completion of ticket is within agreed SLAs.
  • Interacts with client to gather additional info to enable faster resolutions of a ticket.
  • Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral for L1s
  • Proactively identifies problems and errors before they impact a clients service.
  • Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket
  • Ensures all changes are carried out with proper work/change approvals.
  • Setup workstations and configure end-user software / hardware and upgrade existing client desktops.
  • Monitors client infrastructure and solutions.
  • Must share knowledge, communicate effectively and be willing to assist team members in getting task completed.
  • Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket.
  • Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.
  • Execute approved maintenance activities. (These activities could include system patching; system upgrades or configuration changes etc.)
  • Will be required to work standby shifts from time to time.

CORE COMPETENCIES
  • Strong client service orientation and passion for exceeding expectations.
  • Reliable and able to produce a high quality of work.
  • Display excellent attention to detail and the ability to manage work processes.
  • Excellent written and verbal Skills
  • Positive attitude and ethical
  • Excellent organisation skills
  • Excellent analytical and problem-solving skills
  • An ability to work to tight deadlines and within constraints
  • Understanding of the billing / payment cycle
  • Ability to multi- task
  • Good Listening skills
  • Team player
  • Ability to perform under pressure
  • Able to work independently and be self-disciplined
APPLICATIONS/ENQUIRIES