Technical Support Engineer

2 weeks ago


Johannesburg, South Africa Jobted ZA C2 Full time

The position is based on site start at 7am, so they will need to live in the Sandton, Parktown area.
Role Description:
The Support Engineer is a key part of our clients service framework providing end to end management of tickets and service requests reported by the customer.

- Assist users onsite and in person.
- Setup IT hardware for training and examination centres
- Manage Tickets and Requests
- Receive and record all calls from the companys customers.
- Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation.
- Assist with customer onboarding projects and migrations.
- Monitor and escalate Tickets according to the customers SLA.
- Keep users informed on status and progress of their Tickets.
- Aid customer retention and satisfaction.
- Help to improve efficiency, processes, documentation, and automation.

Technical skills:

- Excellent technical troubleshooting capabilities including Windows OS and applications, and Office 365 services. MacOS experience a plus.
- Good working knowledge of networks, routing & switching.

Soft Skills:

- Customer focused, with an analytical approach with good questioning & listening skills.
- Excellent verbal and written communication skills suitable for an international audience
- A confident team player with a positive can-do attitude
- Fanatical attention to detail
- An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
- Dependable, hardworking and self-motivated.

Technical Qualifications:

- A+
- N+

Experience:

- 1 to 3 years experience as an IT desktop support technician

Education:

- Certificate (Preferred)

License/Certification:

- MS 900 (Preferred)
- AZ 900 (Preferred)



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