Helpdesk End-user Support Technician

1 week ago

Cape Town, South Africa Armstrong Appointments Full time

Cape Town
- Posted 4 hours ago

**Purpose**

The End-User Support Technician is responsible for providing technical support to

all customer end-users via the helpdesk and relevant support channels. This

includes the efficient resolution of support tickets across a variety of platforms and

technologies.

**Terms**

The position is permanent, with a focus on providing excellent technical support as

part of the internal helpdesk team.

**Position**

***In-house, as part of the customer end-user support team.

**Key Responsibilities**

**Technical Support**:
Providing remote technical support to end-users, including receiving,

logging, resolving, and closing support tickets.

Managing user expectations and ensuring effective communication

throughout the support process.

**Areas of Support**:
Windows and Mac OS Device support

Basic network and server support

Microsoft 365 and other cloud services

Data management, backup and recovery

Telecom/PBX systems support

Mobile device management

Software installation and troubleshooting

**Documentation**:
Documenting all resolved tickets, actions, and solutions in the helpdesk

system.

Creating and updating internal knowledge base articles.

**Processes**:
Following and improving existing IT support processes.

Collaborating with the IT team to enhance overall service delivery.

**Customer Interaction**:
Escalating complex issues to relevant teams or senior technicians.

Traveling to customer sites for onsite support requirements.

**Professionalism**:
Maintaining high standards of professionalism and confidentiality.

**Language**:
Proficiency in English, both verbal and written.

**Qualifications and Education**

CompTIA A+

CompTIA Network+

CompTIA Sec+

2-3 years of experience in a helpdesk or similar IT support role

**Preferred Skills**

***ITIL Foundation certifications

Experience with remote support tools

Familiarity with ticketing systems

**Desirable Qualifications**

MD-102 - Endpoint Administrator

MS-300 - Deploying MS365 Teamwork

MS-500 - MS365 Security Admin

MS-100 - MS365 Identity and Services

MS-101 - MS365 Mobility and Security

Microsoft certifications related to desktop and cloud services.

Experience with cybersecurity practices

Familiarity with various software and hardware troubleshooting

**Remuneration**

**R 20 000 per month

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