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IT Onsite Support Technician

2 weeks ago

Johannesburg, South Africa DMT iT Solutions Full time

**Introduction**:
As a IT Onsite Support Technician, you are responsible to provide onsite/remote assistance as well as attend to dispatch enquiries when required by a client in the Johannesburg area.

You will act as the primary onsite liaison between the company and the client. You will be required to attend to the day-to-day general IT support queries within reason.

You will also be responsible to maintain SLAs and being DMT's primary contact and representation onsite.

In this role, you will provide a variety of IT support services which will include, hardware & software support, and overall IT incident & service request resolution.
This is a full-time ONSITE position that includes branch support throughout South Africa.

**What you will do**:

- Respond to technical support calls from end users.
- Act as a brand ambassador for DMT.
- Act as the primary onsite liaison between the company (DMT) and the customer.
- Provide remote and on-site 1st line support to our client.
- Troubleshoot, investigate, and solve IT related issues and tickets.
- Provide prompt and accurate feedback to customer and always maintain a “customer first” attitude.
- Set up user accounts and profiles. Maintain user identity and access control in the company.
- To take ownership of routine checks and maintenance on client networks and the IT environment.
- Prioritize incidents and the capturing of time entries, working independently.
- To assist with monitoring client networks daily, ensuring appropriate action is taken to remedy faults identified.
- Thoroughly and timely document incidents and resolutions in the company PSA, following standard operational procedures.
- Report any ongoing or unresolved problems, or suggestions to improve service delivery to your Team Leader.
- Assist with diverse tasks or other duties as needed or assigned.

**Only English resumes will be considered**

**Requirements**:

- At least 5 years of IT Support experience in a similar role - MUST.
- Experience in implementing, operating and maintaining OS and other IT related systems.
- Communication skills in English (reading, writing, speaking) - MUST
- Ability to communicate technical information to non-technical personnel.
- Strong customer service skills to support daily interaction with internal customers.
- Great Experience with Microsoft OS and Office systems.
- Experience working in domain environment (Active Directory, network, software, permissions, etc. ).
- Problem solving and troubleshooting skills, ability to work in demanding situations.
- Capable of managing multiple tasks under pressure and meeting deadlines.
- Excellent interpersonal skills, highly organized, service-oriented, team player with a can-do attitude.
- Ready to work outside the regular hours' period on crises or scheduled maintenance works.
- Be part of an on-call rotation which provides 24/7 support.
- Periodical visit to branches will be required. (Travel)
- Driver’s license and own transport essential.

**Advantages**
- Familiarity with backup solutions, monitoring solutions, and security solutions.
- Familiarity with VoIP-related systems.
- Ability and desire to learn new processes and technologies.
- Strong aptitude for problem-solving, researching potential solutions, and coordinating across teams.
- Ability to work well within a team environment.
- Knowledge of Video Conferencing.
- Knowledge of Microsoft Teams a requirement.

License/Certification:

- Drivers License (required)