IT Support

**IT Support - Marble Hall, Mpumalanga**

**ROLES AND RESPONSIBILITIES**
- Always provide efficient and effective support to clients and staff.
- Proactively monitor and report on network and system outages.
- Troubleshoot, diagnose, and resolve most Microsoft technologies support queries as well as other third-party faults.
- Coordinating with external and 3rd party suppliers/providers to resolve any issues.
- Logging of all customer queries with their resolution in the support ticketing system.
- Identifying, fault reporting trends with customer queries and escalating to Support Team Lead and/or senior support for recommendations on a resolution.
- Prioritizing and managing open and pending tickets effectively.
- Establishing a good working relationship
- Adhere to policies, processes, and procedures.
- Respond to clients and responding to tickets logged within timely manner, adhering to timeframes establish by the SLA's.
- Ensure that faults are resolved in a timely manner.
- Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, feedback, and updates to customers

**SKILLS & EXPERIENCE**
- Excellent analytical and problem-solving skills.
- Excellent telephone etiquette.
- Excellent general communication skills (both written and verbal) and presentation skills.
- Experience working with networks, both LAN and WAN an advantage.
- Experience in 3rd party provider management and escalation.
- Patient, independent, self-motivated and target driven.
- Must have own transportation and a valid driver’s license.
- Must be a South African Citizen.
- At least 3 - 4 years’ experience within a desktop support environment, in a 1st line Technical Support position within the ICT telecommunications/ ISP industry. Payment Industry and Microsoft Azure experience an advantage.
- Network troubleshooting
- Fault management
- Communications with the client
- Computer literacy
- Monitoring and logging calls management ie Freshdesk
- Service Level Agreement Management

**QUALIFICATIONS**:

- Matric
- A technical qualification such as A+ or N+ is a requirement

**Salary**: R15 000 - R25 000 per Month

**Job Types**: Full-time, Permanent

**Salary**: R15,000.00 - R25,000.00 per month