Support Technician

1 week ago

Pretoria, South Africa Profession Hub Full time

Our client in the credit industry requires the services of a passionate and qualified individual to expand its dynamic team for the enhancement of services to the clients in Pretoria East.

**Preferred Requirements**:

- Minimum of A+ (Must have passed international exams)
- Network+ or Security+ an advantage (Must have passed international exams)
- 2 - 3 years of hands-on working experience supporting local and remote Windows Desktop environments.
- Support experience with Virtual and Cloud environments advantageous e.g., VMWare ESX, Hyper-V, AWS, Digital Ocean, Google Cloud, and Azure.
- Eager to learn and adapt to the environment.
- Good command of the English language both written and spoken.
- Must be willing to work long hours and after-hours/standby when required.

**Role Responsibilities**:

- Ensure that the End User always has a Ticket Reference number for queries
- Ticket Logging and Dispatch Accurately to Resolver Groups
- Identify Reference numbers on Toolset and advise the User
- Assign Tickets to the correct resolver Groups and re-assign tickets to resolver groups.
- Monitoring of Alerts on Identified Systems
- Monitoring of all Server Thresholds and Capacity
- Identify P1, P2, P3 and P4 Calls
- Resolve a ticket with correct Ticket updates
- Close Tickets with User Closure Concurrence
- Understand the Escalation Matrix for various Business Units
- Understand the Work Instructions for various Business Units as they will vary for ticket assignment
- Reporting on BU Tickets logged
- Identify Ageing Tickets and follow Escalation Matrix as per BU

**Personality Attributes**:

- Exceptional written and verbal communication skills
- Able to keep the information confidential
- Should exhibit excellent time management and organizational skills to complete the assigned work effectively
- Honest and trustworthy
- Ability to work in a team and as an individual
- Ability to work under pressure and adhere to deadlines
- Customer Service Oriented
- Remain Calm under pressure and have patience
- Adapt to Change
- Heightened Listening Skills (Soft Skills)
- Empathy to End User Situation/Challenge
- Well Organised
- Creativity and Flexibility
- Troubleshooting Skills

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