IT Help Desk Support Agent
2 days ago
2years
- First point of contact for users via helpdesk or phone.
- Maintain network connections and peripheral devices (WAN/LAN/Routers/Printers/Biometric etc.)
- Maintain Applications; Microsoft Office, Apple, RDC and other
- Scheduled upgrades and maintenance performed without deterring others from completing their work
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
- To take ownership of end-user issues and problems and be pro-active when dealing with user issues and help them resolve any hardware or software problems.
- To escalate more complex calls to IT manager keeping ownership for the duration of the problem.
- Pre-build and setup PCs/ notebooks and systems where required.
- Executing these services over phone, remotely or onsite within SLA
- Implementing any new programmes or support software
- Liaise with local ISP to resolve internet connections
- Liaise with relevant phone providers to resolve issue with phone systems.
- Raise Purchase Orders for IT Services
**Qualifications and Experience**:
- Customer service orientated and a good command of English
- Knowledge of WAN and LAN Routing and internet connectivity.
- Knowledge of Active directory and Open Directory
- Knowledge of Office 365
- Knowledge of user devices, Android; IOS, Apple Mac and Windows
- Excellent problem solving experience
- Matric and 2 years experience
- N+ and A+
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