Mid-level IT Technician Tier Ii

5 months ago

Durban, South Africa Kontak Recruitment SA Full time

Westville, Durban, KwaZulu Natal - Information Technology

**Mid-Level IT Technician Tier II (JB3513)**
Westville, Durban, KwaZulu Natal
R18 - 25 000 per month, CTC
Permanent
Are you an experienced IT professional with a passion for customer satisfaction and a knack for troubleshooting and problem-solving? We are seeking a skilled IT Support Technician to join a Managed Service provider and play a pivotal role in delivering exceptional IT services to clientele. As a customer-facing role, you'll have the opportunity to showcase your technical expertise while ensuring that the clients' IT environments run smoothly. If you're ready to take on new challenges and contribute to a dynamic IT team, we encourage you to apply.

**Minimum Requirements**:
IT Tertiary qualification and MS Qualification.
Matric / Grade 12 / National Senior Certificate.
Degree/Diploma in a relevant field (advantageous).
MCSE certification (advantageous).
Minimum 2 years' experience as a Mid-level IT support technician.
Experience in servicing multiple IT environments within an IT company.
Strong customer service orientation.
Proficiency in Microsoft Operating Systems.
Familiarity with VMWare / Hyper V / Office 365 Servers.
Knowledge of Networking WAN / LAN and Wireless Backups.
Advanced troubleshooting skills.
Ability to perform hardware installations, remote troubleshooting, and remote support.
Additional certifications such as MCP, MCSE, MCSA, CCNA, CCNP, CISSP, CISM (preferred).

**Duties and Responsibilities**:
**New Equipment Installation**:
Load new equipment, such as printers, PCs, servers, and mobile phones, based on provided checklists or by creating new ones when needed.
Ensure accurate software installation according to licensing regulations.
Communicate progress to stakeholders and oversee the successful handover of equipment.
Troubleshoot and resolve any issues encountered during equipment installation.
Follow customer processes and procedures meticulously.

**Logged Calls Resolution**:
Regularly review the Call Centre for incoming level 1 and 2 calls.
Timely resolution of these calls within procedural deadlines.
Keep tickets updated with work progress.
Adhere to Service Level Agreement (SLA) requirements.
Escalate level 3 calls to appropriate technicians and follow up on open calls.
Maintain clear communication with customers regarding issue resolution and next steps.

**IT Maintenance**:
Ensure customer IT environments are up-to-date and follow best governance practices.
Monitor and manage daily backups, conducting monthly backup restores for verification.
Properly load machines using provided checklists.
Maintain the functionality of printers, LAN, and WAN connections.
Escalate and address issues as needed.
Manage and maintain communication systems (e.g., mobile phones, telephones) for customers.
Regularly update and patch customer environments (e.g., Operating System, Antivirus).

**Reporting**:
Generate and submit required reports within specified timeframes, including monthly reports, backup reports, and other customer-specific reports.
Provide timely backup reports when necessary.
Submit Job Cards as per company guidelines.

**General**:
Conduct research to solve complex issues in customer environments.
Stay updated on new technologies and industry trends, suggesting improvements to the Service Delivery Manager.
Collaborate with the IT department and assist as required within your skillset.
Adhere to company policies and procedures.
Participate in departmental and company meetings and events.
Keep your skill set current and relevant to evolving customer needs and ICT technologies.

**IMPORTANT**: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

**Kontak Recruitment Disclaimer**:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.

Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.

Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.

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