Desktop Support Specialist

2 months ago

Johannesburg, Gauteng, South Africa IOCO Full time

About the Role:

We are seeking a highly skilled Desktop Support Specialist to join our team at IOCO. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users, ensuring the smooth operation of our desktop systems and applications.

Key Responsibilities:

  • Technical Support: Provide desk-side or remote support to end-users, resolving service requests and ensuring the smooth operation of desktop systems and applications.
  • Problem Resolution: Monitor problem ticket work queues and interact with management to provide progress updates and closure notifications.
  • Hardware and Software Maintenance: Perform standard PC/printer break-fix tasks, as well as some break-fix tasks related to application-specific requests.
  • Network and Client Desktop Products: Monitor and evaluate new network and client desktop products, making recommendations accordingly.
  • Help Desk Support: Answer help desk calls as needed, provide user support remotely as needed, and escalate service tickets to higher-tier technicians when appropriate.
  • Application Support: Provide application-level support for standard Microsoft applications, as well as application tools deployed on desktops and laptops.
  • First Line Support: Provide first line support of various in-house developed applications.
  • Reinstallation and Deployment: Reinstall PCs, up to and including OS-level installs, application installs, execution of local scripts, and physical deployment of hardware.
  • Site Visits: Support and follow through of all requests that cannot be resolved remotely, where a 3rd party vendor needs to do a site visit.
  • Mobile Device Connectivity: Solid understanding of mobile device connectivity.

Requirements:

  • Technical Expertise: Solid proficiency in managing and supporting a production-class corporate desktop computing environment, with in-depth administration experience working with enterprise-class software and hardware, Microsoft-based operating systems, Active Directory, and strong experience with PCs, MACs, laptops, and Microsoft/Apple productivity applications.
  • Problem-Solving Skills: Demonstrate technical aptitude and enthusiasm in various system technologies and disciplines, with a strong understanding of enterprise computing and how various components are interrelated.
  • Communication Skills: Strong written, verbal, analytical, technical, and interpersonal skills, with the ability to effectively handle multiple situations, manage priorities, and work with minimal supervision and direction.
  • Customer Service Orientation: Provide a high level of customer service when dealing with frustrated end-users, with a strong desire to achieve and attain high levels of both internal and external customer satisfaction.
  • Emerging Technologies: Maintain a constant awareness and understanding of emerging technologies and methodologies.

Qualifications:

  • Experience: Minimum of 3 years hands-on desktop support experience with hardware and software installation experience.
  • Certifications: A+, N+, MCSE with at least 3 years experience, and ITIL V3 Foundation (advantageous).
  • Education: Associate's degree in engineering, computer science, or other technical disciplines, and/or equivalent work experience (advantageous).

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