IT Helpdesk Technician
3 weeks ago
**The Person**:
- Matric.
- N+ and A+ Certifications.
- Min 2 years experience.
- Must have knowledge of:
- WAN and LAN Routing and Internet connectivity;
- Active Directory and Open Directory;
- MS Office 365; and
- User devices, Android; IOS, Apple Mac and Windows.
**Competencies**:
- Customer service orientated.
- Good command of English.
- Excellent problem solving experience.
- Team spirit.
- Thrive in a fast-paced environment.
**The Job**:
First Line Support:
- First point of contact for users via helpdesk or phone.
- Maintain network connections and peripheral devices (WAN/LAN/Routers/Printers/Biometric etc.).
- 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.).
- 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.
- Escalate more complex calls to IT Manager keeping ownership for the duration of the problem.
IT Administration:
- Pre-build and set-up PCs/notebooks and systems where required.
- Execute these services over phone, remotely or onsite within SLA.
- Implement 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 PO's for IT services.
Reporting and Documenting:
- Documents service and installation actions by completing forms, reports, logs, and records.
- Track inventory.
- Update flow charts or IT mappings.
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