Support Technician

2 days ago

Cape Town, South Africa Webhelp Full time

**Job Advert**
Are you a tech savvy individual with a passion for innovation, helping others and finding ways of working efficiently?

Webhelp is in search of a motivated individual who embraces technical innovation to join our Cape Town team as an IT Technician, providing IT support and service to enable our contact centre to operate efficiently.

You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

In this role, you'll identify, develop and implement strategies for procedure and technology improvements. You’ll need to work well under pressure adhering to tight deadlines and multiple tasks. Keeping your cool under pressure should be what you’re known for (apart from your in-depth knowledge and understanding of all things tech).

We want someone highly responsible and motivated, someone who leads by example and can impart knowledge in an empathic manner. You should be an excellent communicator whether it be raising awareness to stakeholders, pointing out areas of improvement with your team or helping a customer online or telephonically.

**What you’ll be doing**
- Presenting a professional, friendly and caring image to the customer at all times
- Assisting in the business success of the Team by taking ownership of personal performance
- Ensuring the customer is given full and correct information
- Acting in a responsible manner at all times ensuring compliance with policies
- Resolving issues assigned from the IT Helpdesk
- Diagnosing and resolving faults raised by customers
- Supporting the rest of the IT department with internal issues and work on IT projects when required
- Performing daily maintenance checks
- Working to predefined service level targets
- Adding value to IT customer support
- Liaising with resolver groups and IT suppliers and clients
- Keeping up to date with changes with technology
- Being responsible, together with other team members, for developing and maintaining a high-quality IT service for all customers and clients
- Challenging existing methods where improvement opportunities exist
- Providing remote support using a variety of communication and collaboration tools

**What you’ll need**
- Matric and preferably higher education HND or Degree level
- In-depth technical understanding of IT services
- Must demonstrate, understand and comply with all legislative requirements including but not limited to FSA, DPA, OFCOM
- Must demonstrate, understand and comply with policy - particularly in relation to certification standards (e.g. ISO27001, PCI DSS, ISO9001)
- Ability to support various operating systems: Microsoft Server (2003/2008), Microsoft client (Windows XP, Windows 7), Linux, VMWare
- Knowledge of networking technologies
- Any IT certification\course would be extremely beneficial (MCP, MCSE, CCNA)
- Knowledge of any Telephony ACD, Avaya, Aspect, Genesys systems (Desirable)
- Experienced problem solving in technical areas
- Organisation and administrative skills
- Prior experience of supporting multiple system users in a large business environment
- Clear and concise communication skills through all levels of staff
- Ability to work nightshift

After applying, you'll be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference: SA02154

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