Temp X2 Support Technician

**Main purpose of job**

**Required minimum education and training**
- CompTIA A+ and N+
- Microsoft MCSA
- Proficient knowledge in Microsoft Windows OS

**Required minimum work experience**
- Minimum of 3 years technical experience with Microsoft Products.
- A minimum of 2 years troubleshooting experience.
- Apple Mac experience.

**Desirable additional education, work experience and personal abilities**
- Experience and relevant training in installing, maintaining, technical troubleshooting and repairing laptops (including Apple Macs) and desktops.
- Excellent knowledge of in-house systems, printing, networking, phones, mobile devices and desktop productivity tools.
- Problem solving abilities.
- A solid knowledge of Windows system support and troubleshooting procedures.
- A solid knowledge of operating system, hardware and software.
- Apple Mac knowledge.
- Able to communicate complex situations quickly and clearly to people with a variety of technical skills.
- The ability to work independently and as part of a team.
- Understanding Active Directory and LDAP user administration.
- Ability to effectively listen to customers and respond to their requests.

**Demands of the job**
- Ability to participate in an on-call, after hours support schedule and work independently to resolve and document support issues.
- Daily ticket management and prioritizing of incoming support issues.
- Weekend work may be required linked to IT projects.

**KEY PERFORMANCE AREA**

**IT and technical support**

Input (Equipment / Methods Used):

- Initiate, update, track and close incident/support requests according to SLA.
- Ensure effective communication on incidents and resolve incidents within acceptable timeframe.
- To set up and manage user accounts and permissions to consent access to a network, Which includes basic Active Directory user administration.
- Maintain and resolve issues on LAN/WAN, Hardware, VoIP telephone Systems, biometric/Access Control Systems And AV(Audio & Visual) systems connections.
- Setting up the Organization’s computer system to meet specific business goals and support for all Wits RHI sites
- Setup, Support and work with equipment such as tablets, external storage devices, computer diagnostic tools, printers, VPN, etc.
- Assist in technical upgrading and maintaining of computing systems both Software and Hardware Related
- Handle IT equipment moves.
- Back up all information prior to any modifications and ensure accurate and extensive documentation for all changes made as per organisation policies.
- Identify when to escalate issues to next level for resolution.
- Handle phone inquiries, assess, diagnose problem or issue, and effectively communicate issue and resolution to users.
- Coordinate with vendors to resolve technical problems with computing equipment and software.
- Work with other team members when necessary to correct or improve desktop and/or laptop performance.
- Work with the team to ensure that all procedures and processes are clear and defined
- On-call duties after hours and weekend per on-call rotation schedule.

Output:

- Client queries resolved withing ** hours
- IT equipment set up for new users within ** of days of start date.
- Effective and timeous escalation of IT issues to Line Manager.
- Daily reports reflecting backups
- New user Profiles created on the active directory.

**Administration and Reporting**

Input (Equipment / Methods Used):

- Provide documentation of findings and resolutions.
- Microsoft ATP Reporting to be completed on a daily basis
- Update active directory is updated with new users, transfers and terminations on a monthly basis.

Output:

- Update and close helpdesk tickets.
- Staff movements updated on active directory.