IT Helpdesk Technician

**IT Support Technician**

We require the services of an IT technician to be based at our Cape Town offices. The job involves working with a dynamic team. The Technician will be responsible for supporting our client’s IT & VOIP infrastructure, including the entire desktop environment, servers, networks, MFP’s, etc.

**RESPONSIBILITIES & TASKS**

**Customer service**
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with basic remote troubleshooting

**USE of our TICKETING SYSTEM**
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process

**USE of our MONITORING & MANAGEMENT TOOL**
- Review regularly scheduled/automated actions as indicated by our Processes

**VoIP**
- Assist with Adding Extensions, Airtime as needed.
- Assist with Phone/Softphone Provisioning

**PROJECT WORK**
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Technician may be required to help with project delivery

**Communication, Reporting & risk**
- Escalate tickets that require Senior Helpdesk support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, Communicate and Mitigate potential risks to the **Manager** and Clients

**Team work**
- Follow the schedule provided by the Manager
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the **Manager**

**Minimum Requirements and Personal Attributes**:

- Good client liaison skills - experience working with clients face to face and telephonically.
- Neat, presentable, and organized - in appearance and within the work environment.
- Attention to detail.
- Ability to work unsupervised.
- Punctual and reliable.
- Hard working and willing to learn.
- Passionate and Resourceful, going the extra mile.
- Ability to prioritize and work under pressure

**Technical Requirements**:

- VOIP Helpdesk Services
- Knowledge of Ubiquiti as well as Reyee switches an advantage.

**IT support skills**:

- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Must be able to type quickly and accurately while talking on the phone
- Internet trouble shooting (Min 1 year experience)
- Linux experience is a big advantage.

**Salary based on experience.**

Please note that if we do not get back to you within 2 weeks, it simply means that the position has been filled or you do not qualify for the position.

**Job Types**: Full-time, Temporary
Contract length: 3 months

**Salary**: R6 000,00 - R8 000,00 per month

Ability to commute/relocate:

- Bellville, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Diploma (preferred)

Application Deadline: 2024/04/19
Expected Start Date: 2024/05/01