IT Support Technician

6 days ago

Durban, South Africa HOMii Lifestyle (Pty) Ltd Full time

**Introduction of the Company**:
HoMii is easy and accessible, it’s a lifestyle driven by technology and wrapped in beautiful, on trend apartments. In the heart of the city, HOMii is literally where it's at. Your HOMii is more than a building. From awesome rooftops and hanging with your crew on the weekend, HOMii also offers chill and work areas to hang and collaborate. We do life together. Super close to work, banks, hospitals, shopping centers, varsities and public transport. HOMii brings your life back to the city. Book your stay, top up your utilities or invite friends for the night, our funky, easy to use App does it all. No queues to renew or request a room clean. Tap, tap, and it’s done.

**Role description**:
Support users, distributed computing environment and third party integrations.

**Purpose of the job**:

- Supporting users with their workstation hardware and software at head office and remote sites.
- Troubleshooting problems and affecting remedies concerning desktops, laptops, printers and scanners, telephones, access control, mobile devices
- Installations, re-installations of workstations and third-party equipment.
- Moves and changes relating to workstations, third party integrations or other distributed computing equipment
- Network and telephony cabling troubleshooting, repairs or new installations
- Users to be supported physically at their desk or telephonically and using remote support tools.
- Travelling out to inner city sites as well as to other cities. I.e. drive or take flights as required.

**Key Performance Areas**:
**User workstation software, hardware, telephone **and related support 65%**
- Investigate and resolve problems and incidents logged.
- Assist users in recovering from outages.
- React promptly to calls logged.
- Find suitable solutions to incidents.
- Refer problems that are outside frame of expertise to senior team member or manager.
- Data and voice cabling repairs and installations where possible.
- Upskill and become knowledgeable on third party integrations.
- Build and maintain relationships with key stakeholders.

**Distributed computing support (MFU printers, printers, Barcode scanners, etc.)**
- Investigate and clear errors on MFU devices, relating to printing and scanning or copying
- Setup user profiles on MFU devices for secure printing / scanning
- Log technical support calls with vendor as soon as it is evident the problem cannot be resolved internally
- Log consumables requests with vendor in a timely fashion
- Follow up with vendors on support calls or consumable requests if required, and escalate service delays to IT manager
- Support and clear problems related to desktop printers, and other peripheral devices
- Follow up with vendors on support calls or consumable requests if required, and escalate service delays to IT manager

**IMACD (Installations, Moves, Additions, Changes, **Deletions)**
- Move users to other desk locations or departments as required
- Roll out equipment during expansion or swop out replacement equipment during projects
- De-install and remove equipment if required

**Basic user training and education**
- Training users in the use of peripherals like scanners and printers in order for users to rely less on IT support.
- Train users in the use of the telephone system.

**Output from Key Performance Areas**:
**User workstation software, hardware, telephone and related support**
- Providing users with the required and correctly functioning IT equipment required to perform their job function.
- Timeous resolution of incidents logged with users satisfied with resolution and the quality of the support received.
- Assuring users are fully functional after outages, minimizing repeat calls logged and the downtime a user experiences.
- Response time to users 24/7 when a call is logged to when first contact with the user is made via all channels.
- Support specified business functions and processes.
- Facilitate productivity of users.
- Deliver fast and efficient solutions to users.

**Distributed computing support (MFU printers, printers, **scanners, etc.)**
- Maximize availability of efficiency of distributed computing components, especially MFU devices
- Minimize expense from external parties for support
- Provide users with tools and functionality to perform their tasks

**IMACD (Installations, Moves, Additions, Changes, Deletions)**
- Timeous provisioning of new users, or when users receive replacement equipment
- Quick response to changes in business requirements when users need to be deployed to other areas or departments - minimizing business downtime and interruption
- Ensure office space is clean, tidy and equipment no longer used is removed and stored correctly

**Basic user training and education**
- To resolve calls logged or to prevent repeat calls.
- Reducing the IT support effort and assisting in equipment being cared for correctly.
- Increased user productivity.
- Increased user productivity and minimizing the qua

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