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End User Support Technician

3 months ago

Johannesburg, South Africa recruitment ink Full time

**Key Responsibilities**

Technical Ability
- 2nd line desktop troubleshooting and server support.
- Full support of software and hardware on all PCs, laptops and notebooks.
- Installation, re-installation of MS operating system, drivers and relevant MS software (or other software, according to the client’s standards.
- Ensure virus protection functionality and updates on virus software.
- Administer user Interface and passwords as and when required.
- Coordinate hardware repairs / cabling and device configuration.
- Remote desktop support (via Team Viewer)
- Ensure an end-to-end process is followed in terms of query resolution.
- End-user assistance and support for general computing issues.
- Resolve all technical escalations and make outbound calls to clients.
- Set up LAN and network equipment.
- Analyse reported queries and identify corrective actions.
- Document all support interactions, troubleshooting steps, and resolutions in the help desk ticketing system.
- Attend all issues logged through the mailbox and Service Now.
- Liaise with resolver groups to ensure regular feedback to clients on progress depending on agreed SLA.
- Innovating and proactively testing new Technologies with relevant stakeholders to generate insights on what works, thus contributing to test and learn culture.

**Competency Framework**
- Strong Customer focus.
- Attention To Detail.
- Strong verbal communication.
- Strong written communication.
- Good understanding of maintaining SLA’s and OLA’s.
- Good understanding of Service Desk processes.
- Ability to work within a team.
- Good Time Management.

**Minimum Requirements**
- Certified or worked on ITIL Environment before
- Degree / Diploma in Information technology or Telecommunications
- CCNA Certified
- 3+ years’ experience in Telecoms support (Networks, Business support or customer service)

**Salary**: R10 000,00 - R18 000,00 per month

Ability to Relocate:

- Johannesburg, Gauteng: Relocate before starting work (required)

Expected Start Date: 2024/04/01