IT Field Support Technician

5 months ago

Cape Town, South Africa Graduate Placements Full time

**Responsibilities**:
On-site support
- Provides technical support to clients; analyses problems and implements solutions according to the guidelines and procedures
- Performs computer troubleshooting to diagnose system problems; analyses hardware and software functionality; identifies, locates, resolves and repairs problems within the scope of authority, escalate were necessary.
- Resolves configuration and connectivity issues and other traffic, security and access problems; checks network for operating efficiency.
- Maintains and updates workstations and peripherals; installs software upgrades and enhancements, assesses and cleans hardware i.e., blowouts and thermal pasting, etc.
- Reports technical problems which need to be addressed by improved policies or procedures.
- Prioritising multiple tasks, projects and demands.
- Maintaining confidentiality of work-related information and materials.
- Effectively using interpersonal and communications skills.
- Continually seeks opportunities to increase customer satisfaction and deepen client relationships - continually offer services that improve client’s systems.

Primary resource for all network installations with priority being given to the following:

- Cable runs to be planned for and ran in an orderly manner
- All cables and points to be labelled neatly and accurately
- Mounting of cabinets and other networking equipment
- Ensure all sites are properly backing up locally and to offsite backups

In-house duties
- Maintaining an established work schedule
- making sure all tickets in PSA are up to date
- Effectively using organisational and planning skills
- Keep track of lessons learned and share those lessons with team members
- Site configuration in PSA to be kept up to date at each site visited
- Assist the workshop staff where required
- Assist the help desk staff where required
- Standby assistance over the weekend and reporting of work thereof when schedule demands (Usually one weekend a month)

**Requirements**:

- Degree/diploma in Information Technology, Computer Science or related field
- Experience with remote support tools and ticketing systems
- Minimum of 2 years' experience in a similar role
- Strong knowledge of computer hardware, software, and networking systems
- Proficiency in diagnosing and troubleshooting hardware and software issues
- Familiarity with Windows and Mac operating systems
- Knowledge of computer networks, including TCP/IP, DNS, DHCP, and VPN
- Ability to handle multiple tasks and prioritise work in a fast-paced environment

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