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Senior IT Helpdesk Technician

1 month ago

Johannesburg, South Africa Quantanite Full time

**About Quantanite**:
Quantanite is a leading global provider of Business Process Outsourcing (BPO) and IT consultancy services. With a strong presence in multiple countries, we specialize in delivering innovative and efficient solutions that foster growth and enhance operational efficiency for our clients.

**Job Summary**:
The Senior IT Support Tech is responsible for providing advanced support to internal users, ensuring the efficient resolution of technical issues. The technician will manage and respond to helpdesk tickets with a focus on complex problems, offering solutions and mentoring junior technicians as necessary.

**Key Responsibilities**:

- Respond to helpdesk tickets and inquiries, providing advanced support and troubleshooting to internal users.
- Diagnose and resolve complex technical hardware and software issues, including login problems, system errors, and connectivity issues.
- Escalate unresolved issues to appropriate internal teams or higher-level support technicians.
- Maintain detailed records of user requests, actions taken, and outcomes in the helpdesk system.
- Monitor and follow up on outstanding tickets, ensuring timely resolution and user satisfaction.
- Participate in rotational shifts to provide continuous support to local operations.
- Assist with setting up and configuring new hardware and software for employees.
- Contribute to knowledge base documentation, helping to improve helpdesk efficiency and user self-service.
- Mentor and train junior technicians, fostering skill development and knowledge sharing within the team.
- Perform routine system checks and maintenance tasks to ensure optimal network performance.

**Requirements**:

- A+ Certification or equivalent in Information Technology or related field.
- Proven experience in an IT helpdesk or technical support role.
- Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
- Excellent communication and interpersonal skills, with the ability to provide clear and concise instructions to non-technical users.
- Ability to work effectively in a team environment and handle multiple tasks simultaneously.
- Reliable and flexible, with the willingness to work on rotational shifts.
- Own transport is an added advantage to accommodate shift work and potential off-site support needs.

**Why Join Quantanite?**

Quantanite offers a dynamic work environment where you can grow professionally while contributing to the success of a global organization. We value innovation, efficiency, and a customer-centric approach, providing our employees with opportunities for career development and advancement.