Service Desk Technician
2 weeks ago
**Basic Functions**:
- Support of disaster recovery solutions.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- System documentation maintenance and review.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
**Additional Duties**:
- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Escalate service requests that require engineer level support.
- Responsible for entering time and expenses
- Understand processes by completing assigned training materials
- Enter all work as service tickets in required time keeping program.
- Will be required to work after hours and weekends based on an agreed monthly schedule between technicians.
**Knowledge, Skills, and/or Abilities Required**
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organizations key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast moving environment.
**Qualification and Experience**:
- Fluent in English
- BA/BS, preferably in computer science or a related field.
- MBA/MS preferred but not required
- 3 years of IT or related experience.
**Non-negotiables for the position**
- Employee must have their own cellphone in good working condition
- Employee must have a valid drivers license and a vehicle to use
- Employee will be based in Strydom Park, Randburg (full time) no work at home option.
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