SD - 1st Line Support

7 months ago

Bellville, South Africa CX-International Full time

**Purpose of the Role**

Reporting to the Head of IT and working closely with Service Desk Lead and Technical Support Manager you will provide effective IT technical support to Cape Town and UK sites. Working within established processes and guidelines you will deliver support remotely and face to face to all end users with SLA targets. Ensuring excellent customer service and communication is key.

As well as providing general front line and support services you will be required to work across various technologies. You will be required to document all work to an acceptable standard, provide mentoring, and guide our user base. As part of a global IT shared services team, you will get involved in incident, problem, and request management across a wider group of businesses.

**Roles and Responsibilities**
- Good client engagement and service orientated.
- Able to build workstations and capable of planning and performing of Installations, Moves and Deletion
- Assist with day-to-day process of accurate Asset Register and keeping it maintained and up to date.
- Good technical skills and knowledge of working Desktop, Mobile and Applications installing and supporting remotely and on site across multiple locations - (Windows, Mac, iOS, Android)
- Input, monitor and maintain data in the Freshservice ticketing system daily with necessary updates and resolving withing SLA.
- Working as part of a wider IT Operational team an active part in day-to-day support of Incident/Request and changes
- Experience of working with and following support processes is key to the role ensuring the necessary approval process are followed.
- Good IT technical knowledge, good trouble shooting skills and problem diagnosis capability.
- Ability to escalate and manage any support issues until resolution - you will support technical interaction with internal teams and external suppliers.
- Working knowledge of administrating and supporting Microsoft Azure and M365
- Good working knowledge of Microsoft technologies such as Active Directory and Security Groups
- Experience with working with monitoring systems and responding to alerts.
- Ability to follow documentation, contribute to knowledge bases and general good written skill for daily communications, updates.
- You will be required to mentor the support team building strong team and customer relationships.

**Experience**
- At least 1 years + working in a similar role.
- Good client engagement and service orientated.
- Process driven and technically capable with supporting Microsoft services.
- Relevant IT qualification (e.g., CompTIA A+ N+, Microsoft Certifications)
- Innovative and positive team player with excellent communication and support skills, confident in communicating technical issues to non-technical staff.
- Ability to follow process and technical guides to meet SLA and deliver excellent customer services.
- An ability to plan, priorities and schedule work is essential, within a fast paced and high-pressured environment.
- Knowledge of software platforms, Forcepoint, Mimecast, PRTG, Lansweeper will be an advantage.
- ITIL framework

Ability to commute/relocate:

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

Application Question(s):

- Knowledge of software platforms, Forcepoint, Mimecast, PRTG, Lansweeper will be an advantage.

**Education**:

- Certificate (required)

**Experience**:

- working in a similar role: 1 year (required)

**Language**:

- English (required)

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