IT Support Technician

3 weeks ago


Northern Suburbs, South Africa Pepkor Payments & Lending Full time

The purpose of this role is to provide second-level technical support to all internal staff onsite, ensuring the timely and effective resolution of technical issues. The Second Level Technical Support Specialist will serve as a key resource for troubleshooting, diagnosing, and resolving complex technical problems, ensuring that all employees have the tools and support needed to maintain productivity.

**1.**Ticket Management**
- Acknowledge calls logged in Ticket Management System in adherence to internal SLA’s
- Monitor assigned tickets in queue and process based on priority
- Take ownership of user problems.
- Follow up on tickets on behalf of the user and communicate progress in a timely manner
- Report unresolved issues to the Service Desk Coordinator for escalation

**2.Incident Management**
- Adherence to response SLA’s
- Resolve incident at the first point of contact where possible
- Escalate to appropriate support staff and monitor progress
- Ensure proper categorisation of tickets
- Adherence to policies and operating procedures
- Adherence to Resolution SLAs

**3.Service Requests Management**
- Adherence to Response SLAs
- Resolve requests at the first point of contact where possible
- Escalate to appropriate support staff and monitor progress
- Ensure proper categorisation of tickets
- Installation and configuration of hardware and software
- Manage PC setup and deployment for new employees using standard hardware, images and Software
- Adherence to policies and operating procedures
- Adherence to Resolution SLAs

**4.Documentation**
- Assist with updating documentation and SOP’s

**5.Manage Client Relationships**
- Working with Capfin employees in a professional manner
- To build service relationships with internal clients

**Core Functional Competencies**
- Have the ability to understand and successfully resolve incidents and problems using knowledge base tools and techniques
- Able to maintain a methodical and logical approach to problem solving even when under pressure

Good knowledge and experience of supporting Microsoft Office Applications

**Core Behavioural Competencies**
- Pro-Activity
- Teamwork
- Information gathering and Problem Analysis
- Quality and Detail Orientation
- Customer Focus

**Qualifications**
- Tertiary qualification, A+N+and /or studying towards a National Diploma in IT, ITIL Foundation V3

**Experience**
- 3 years in an operational IT environment / IT Service Desk environment

Pepkor Payments and Lending is committed to creating equal employment opportunities.


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