IT Support

3 weeks ago


Johannesburg, South Africa Genepool Full time

**Job description**

We are looking for an experienced IT support person. The applicant must have solid desktop and server support knowledge. Azure cloud experience an advantage. This will be a predominately remote working role but onsite client visits will be required.

Matric

A technical qualification such as A+ or N+ is a requirement

**ROLES AND RESPONSIBILITIES**:
Always provide efficient and effective support to clients and staff.

Proactively monitor and report on network and system outages.

Troubleshoot, diagnose, and resolve most Microsoft technologies support queries as well as other third-party faults.

Coordinating with external and 3rd party suppliers/providers to resolve any issues.

Logging of all customer queries with their resolution in the support ticketing system.

Identifying, fault reporting trends with customer queries and escalating to Support Team Lead and/or senior support for recommendations on a resolution.

Prioritizing and managing open and pending tickets effectively.

Establishing a good working relationship

Adhere to policies, processes, and procedures.

Respond to clients and responding to tickets logged within timely manner, adhering to timeframes establish by the SLA's.

Ensure that faults are resolved in a timely manner.

Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, feedback, and updates to customers.

DESIRED SKILLS:
Excellent analytical and problem-solving skills.

Excellent telephone etiquette.

Excellent general communication skills (both written and verbal) and presentation skills.

Experience working with networks, both LAN and WAN an advantage.

Experience in 3rd party provider management and escalation.

Patient, independent, self-motivated and target driven.

Must have own transportation and a valid driver’s license.

Must be a South African Citizen.

EXPERIENCE

At least 3 - 4 years’ experience within a desktop support environment.

Network troubleshooting

Fault management

Communications with the client

Computer literacy

Monitoring and logging calls management

Service Level Agreement Management

**Salary**: R20,000.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (preferred)

Application Deadline: 2023/05/31



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