IT Technician

**POSITION**:IT Technician

**LOCATION**:Indalo Bio Laboratory

**SALARY**: Market Related

**COMPANY OVERVIEW**

Indalo Bio is an advanced genetic laboratory situated in Cape Town, South Africa. Servicing the entire country with bespoke Genetic Testing with the most streamline processes to offer our patients and clients the rapid service they deserve. At our company, we endorse continuous research to contribute towards sensitive and accurate solutions within the genomics field.

At Indalo Bio, we encourage young research scientists and technologists to expand and develop their skills within the laboratory. Our specialized team works together towards our vision; to bring advanced genetic services accessible to everyone on the African continent. With collaborations in the tertiary educational and research institutions, we aim to contribute greatly towards future genomic discoveries across Sub-Saharan Africa.

**RESPONSIBILITIES**
- The handling of the tickets in Service Desk - assigning and closing of tickets
- Initial problem diagnosis of the case as well as next-steps
- Identify and discuss root cause of user technical issues
- Correctly follow the processes and procedures set out for your team
- Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues
- Respond to assigned tickets/tasks in accordance with Service Level Agreement guidelines.
- Update technical support documentation when required (SOP)
- Have the ability to troubleshoot network, software and operating system issues in a distributed software environment.
- Drive cases to resolution, while maintaining excellent communication with the customer
- Ensure that regular, accurate case notes are added to tickets.
- Utilize ticket management systems such as ConnectWise
- Escalate relevant cases through the correct escalation paths
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Follow all company policies and procedures
- Attend to field service calls around the Cape Town area (own vehicle)

**EXPERIENCE AND QUALIFICATIONS**
- Be familiar with PreLink, LIMS system
- Accurate capturing of data
- 2 years experience
- Have experience in customer service technical support environment
- Experience working in a collaborative team environment
- Computer Literate
- Code 8 Drivers license

**SKILLS**
- A+, N+, ITIL, MCSE, MCITP
- Google Workspace
- Server setup and Support
- Networking, CCTV, VOIP
- Advanced knowledge of computer hardware and software
- Punctual and reliable

**Job Type**: Permanent

Ability to commute/relocate:

- Sea Point, Western Cape: Reliably commute or planning to relocate before starting work (required)