Junior / Level 1 Helpdesk Technician

4 weeks ago

Bellville, South Africa 2KR IT Solutions (PTY) LTD Full time

**IT Support Technician**

We require the services of an Level 1 technician to be based at our Cape Town offices. The job involves working with a dynamic team. The Technician will be responsible for supporting our client’s IT & VOIP infrastructure, including the entire desktop environment, servers, networks, MFP’s, etc.

**RESPONSIBILITIES & TASKS**

**Customer service**
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with basic remote troubleshooting

**USE of our TICKETING SYSTEM**
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process

**USE of our MONITORING & MANAGEMENT TOOL**
- Review regularly scheduled/automated actions as indicated by our Processes

**VoIP**
- Assist with Adding Extensions, Airtime as needed.
- Assist with Phone/Softphone Provisioning

**PROJECT WORK**
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

**Communication, Reporting & risk**
- Escalate tickets that require Senior Helpdesk support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, Communicate and Mitigate potential risks to the **Manager** and Clients

**Team work**
- Follow the schedule provided by the Manager
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the **Manager**

**Minimum Requirements and Personal Attributes**:

- Good client liaison skills - experience working with clients face to face and telephonically.
- Neat, presentable, and organized - in appearance and within the work environment.
- Attention to detail.
- Ability to work unsupervised.
- Punctual and reliable.
- Hard working and willing to learn.
- Passionate and Resourceful, going the extra mile.
- Ability to prioritize and work under pressure

**Technical Requirements**:

- VOIP Helpdesk Services
- Knowledge of Ubiquiti as well as Reyee switches an advantage.

**IT support skills**:

- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Must be able to type quickly and accurately while talking on the phone
- Internet trouble shooting (Min 1 year experience)
- Linux experience is a big advantage.

**Salary based on experience.**

Please note that if we do not get back to you within 2 weeks, it simply means that the position has been filled or you do not qualify for the position.

**Job Types**: Full-time, Temporary
Contract length: 12 months

**Salary**: R6,000.00 - R8,000.00 per month

Ability to commute/relocate:

- Bellville, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Diploma (preferred)

Application Deadline: 2023/08/31
Expected Start Date: 2023/09/01

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