Helpdesk End-user Support Technician
2 weeks ago
Cape Town
- Posted 4 hours ago
**Purpose**
The End-User Support Technician is responsible for providing technical support to
all customer end-users via the helpdesk and relevant support channels. This
includes the efficient resolution of support tickets across a variety of platforms and
technologies.
**Terms**
The position is permanent, with a focus on providing excellent technical support as
part of the internal helpdesk team.
**Position**
***In-house, as part of the customer end-user support team.
**Key Responsibilities**
**Technical Support**:
Providing remote technical support to end-users, including receiving,
logging, resolving, and closing support tickets.
Managing user expectations and ensuring effective communication
throughout the support process.
**Areas of Support**:
Windows and Mac OS Device support
Basic network and server support
Microsoft 365 and other cloud services
Data management, backup and recovery
Telecom/PBX systems support
Mobile device management
Software installation and troubleshooting
**Documentation**:
Documenting all resolved tickets, actions, and solutions in the helpdesk
system.
Creating and updating internal knowledge base articles.
**Processes**:
Following and improving existing IT support processes.
Collaborating with the IT team to enhance overall service delivery.
**Customer Interaction**:
Escalating complex issues to relevant teams or senior technicians.
Traveling to customer sites for onsite support requirements.
**Professionalism**:
Maintaining high standards of professionalism and confidentiality.
**Language**:
Proficiency in English, both verbal and written.
**Qualifications and Education**
CompTIA A+
CompTIA Network+
CompTIA Sec+
2-3 years of experience in a helpdesk or similar IT support role
**Preferred Skills**
***ITIL Foundation certifications
Experience with remote support tools
Familiarity with ticketing systems
**Desirable Qualifications**
MD-102 - Endpoint Administrator
MS-300 - Deploying MS365 Teamwork
MS-500 - MS365 Security Admin
MS-100 - MS365 Identity and Services
MS-101 - MS365 Mobility and Security
Microsoft certifications related to desktop and cloud services.
Experience with cybersecurity practices
Familiarity with various software and hardware troubleshooting
**Remuneration**
**R 20 000 per month
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