Technical Support Specialist

2 days ago

Johannesburg, Gauteng, South Africa IT Empowered Consulting (Pty) Ltd Full time

Job Summary

As a Technical Support Specialist at IT Empowered Consulting (Pty) Ltd, you will play a crucial role in providing expert computer support to our clients. Your primary responsibility will be to manage, maintain, and repair IT systems, ensuring seamless operations and minimizing downtime. You will also be responsible for maintaining the company's computer services and equipment, as well as providing guidance and best practices to junior support technicians.

Key Responsibilities

  • Manage, maintain, and repair IT systems to ensure seamless operations
  • Maintain the company's computer services and equipment
  • Provide guidance and best practices to junior support technicians
  • Build partner relationships with clients and provide trusted IT advice
  • Ensure contracted customer Service Level Agreements (SLAs) are met
  • Log and resolve technical issues, ensuring timely follow-up and escalation when necessary
  • Administer user and computer accounts, as well as group membership in AD
  • Perform tests on hardware platforms and networks, documenting operating system software
  • Develop and implement preventative maintenance strategies
  • Coordinate with internal IT staff and clients to resolve technical issues and escalate when required
  • Install, configure, and update hardware and software as needed
  • Troubleshoot and diagnose technical problems to resolve issues efficiently
  • Design and perform tests on applications to ensure compliance with required standards
  • Maintain and develop user applications, defining specifications based on client requirements
  • Ensure adherence to best practices and Standard Operating Procedures (SOPs)
  • Provide input to the Monthly Operations Report
  • Ensure continuous communication with the technical team and feedback regarding escalations to client line management and users
  • Backup engineers for customers and support staff as needed
  • Manage requests/calls escalated to vendors and 3rd parties
  • Train employees to analyze and repair product failures, as well as analyze customer requirements
  • Ensure adherence to all IT Empowered Consulting (Pty) Ltd processes, policies, and procedures
  • Develop and implement individual development plans (IDPs) with employees, ensuring successful completion within the company's policy and procedure framework

Requirements

  • CompTIA A+ certification
  • CompTIA N+ certification
  • ITIL Foundation Certification
  • Microsoft Azure Fundamentals AZ900
  • Microsoft Office 365 Fundamentals MS900
  • MTA: Windows Operating System Fundamentals (Windows 10)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Apple Mac Apple Certified Support Professional (optional based on customer requirements)
  • 3-5 years of technical support experience with a focus on MS operating systems, MS Office, or Office 365, and Office applications

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