Desktop Support Specialist

1 week ago

Cape Town, Western Cape, South Africa IOCO Full time
Desktop Engineer I Job Description

iOCO Infrastructure Services is seeking a skilled Desktop Engineer I to join our dynamic team. As a key member of our IT infrastructure team, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities:

  • Provide remote user support to clients across 125 stores in South Africa and Namibia.
  • General support of end-user computing for hardware, networking, printing, application, OS, and boardroom equipment.
  • Set up and prepare hardware for distribution to users.
  • Achieve expected SLA and quality requirements and KPIs to support client contract objectives.
  • Deliver excellent verbal communication to provide remote or telephonic support.
  • Effectively manage time and calls to support contractual objectives.
  • Utilize call management systems and tools to measure delivery of services.
  • Ensure effective resolution of calls within agreed timelines at expected service quality.
  • Escalate issues in a timely manner to ensure resolution within agreed timelines.
  • Communicate with users regarding the progress of incidents and requests.

Requirements:

  • 5-7 years of IT experience in remote end-user support.
  • Must be experienced in Microsoft environment, practical approach, IT generalist.
  • Experience in network support.

Qualifications:

  • National Senior Certificate/Matric/N3.
  • A+ N+
  • Preferred qualifications: MCSE, hardware certifications, mobility support qualification, ITIL, customer support soft skills.

Work Environment:

  • Permanent position.
  • Location: Cape Town (onsite).
  • Work environment: working within a team onsite at the client in an open-plan office.
  • Physical demands: remote support to clients, bending, sitting, lifting, and driving to work.
  • Travel: must have own vehicle and valid driver's license to travel to work and back.

About iOCO Infrastructure Services:

iOCO Infrastructure Services is a professional services company that delivers outstanding client experiences through sustainable, innovative IT infrastructure solutions. We partner with clients to help them conquer business challenges while focusing on scaling their empires. Our team is dedicated to providing exceptional service and support to our clients.

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