Helpdesk End-user Support Technician

2 weeks ago


Cape Town, South Africa FROGG Recruitment Full time

**Helpdesk End-User Support Technician Cape Town**

Our IT Technology client is looking for a Helpdesk End-User Support Technician with 3 years plus experience. 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. In-house, as part of the customer end-user support team.

Salary Neg

**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

***

**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.

Traveling to customer sites for onsite support requirements.

Professionalism: Maintaining high standards of professionalism and confidentiality

**Frogg Recruitment


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