IT Support Technician
2 weeks ago
Customer focused individual with high sense of urgency required to provide End User Computer Support for users of Clients. This excellent communicator with strong interpersonal skills will be required to:
- Manage, maintain, and repair IT systems.
- Maintain the company’s computer services and equipment.
- Build partner relationships with client.
- Build partner relationships and gaining user trust as a trusted IT Advisor
- Ensure that contracted customer Service Level Agreements are met (resolved)
- To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
- To ensure that calls are logged retrospectively if no call was logged for work completed.
- Ensure that calls are checked and updated with the latest updates until call closure
- To ensure a minimum of 98% customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
- Basic AD user and computer account Administration (Account lockouts, OU Memberships)
- To Backup Engineers for customers and support staff
- To assist with Smart Hands Onsite when required
- 3G and APN configuration
- Printer support and maintenance
- Manage requests/call logged to Vendors and 3rd Parties
- To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
- To ensure adherence to all Company SI processes, policies, and procedures as per prescribed compliance
- To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Company and procedure
Qualification & Experience required:
- Matric; Technical Support NQF Level 4
- CompTIA A+
- CompTIA N+
- ITIL Foundation Certification
- Microsoft Azure Fundamentals - AZ900
- Microsoft Office 365 Fundamentals - MS900
- MTA: Windows Operating System Fundamentals (Windows 10)
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- 2 - 4 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications
- OWN TRANSPORT ESSENTIAL
**Job Types**: Full-time, Temporary
Contract length: 12 months
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Do you have your own transport
**Education**:
- High School (matric) (required)
**Experience**:
- Technical support: 3 years (required)
License/Certification:
- CompTIA A+ and N+ certificate (required)
- Microsoft 365 Certified (required)
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