Desktop Support Technician

23 hours ago

Roodepoort, South Africa Fidelity Services Group Full time

**Position Title: Desktop Support Technician - Midrand**
**Division: IT Operations**
**Reports to: IT Operations Manager**
**Business Unit: IT Department**

**Primary Objective**:
We are looking for a Desktop Support Technician to join our IT Operations team. Reporting directly to the IT Operations Manager, you will be responsible for providing comprehensive technical support and maintenance services to our internal users. This role involves traveling to various locations, installing new equipment, addressing service requests, troubleshooting technical issues, and delivering technical training on company equipment.

To excel in this role, you must possess exceptional troubleshooting skills, extensive field experience, and the ability to adapt to dynamic work schedules. As a key member of our IT team, you will efficiently manage all service callouts, ensuring prompt resolution and delivering top-notch service and repairs regardless of the job size.

**Specific Responsibilities**:
Provide on-site service and support during field visits or dispatches.

Manage installation, repair, maintenance, and testing of IT assets at various locations.

Diagnose technical errors or problems and determine appropriate solutions.

Generate timely and detailed service reports and provide constructive feedback.

Document processes accurately to maintain comprehensive records.

Safely operate a vehicle while traveling to different sites; your transport is essential.

Adhere to all company's procedures and protocols.

Collaborate with IT teams and facilitate information sharing across the organization.

Understand customer requirements and offer suitable recommendations and briefings.

Cultivate positive relationships with internal customers.

**Key Result Areas (KRAs) and Key Performance Indicators (KPIs)**:

- Customer Service
- Call Management
- To contribute to the achievement of the IT team KPIs are as follows:

- First Call resolution of 90% or greater.
- 95% SLA on Priority 1 Calls.
- 95% SLA on Priority 2 Calls.
- 92% SLA on Priority 3 Calls.
- 92% SLA on Priority 4 Calls.
- User satisfaction rating 90% or greater.

**One or more of the following qualifications**:

- Matric Certificate.
- CompTIA A+ and Network+.
- MCP (Microsoft Certified Professional) in a relevant area of Operating System network support.
- Proven work experience as a Field Service Technician.
- ITIL Foundation - Advantageous.

**Knowledge and Experience**:

- 3-7 years in a helpdesk, or field support, with at least 2 years in network support or customer support roles.
- Ability to work independently and demonstrate proficiency in:

- PC hardware.
- Networking.
- Operating Systems (Windows 7, 8, 8.1, 10, macOS, Linux, iOS, and Android).
- Applications, including Microsoft Office Products (2010, 2013, 2016, and O365).

**Position Specific Requirements**:

- Own reliable transport is mandatory as the technician will be required to travel to sites for onsite support occasionally.
- General Requirements:

- Standby, overtime, and shift work may be required.

**_

**_ Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._

  • Support Technician

    4 weeks ago

    Roodepoort, South Africa HR Genie Full time

    Job Summary: The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to clients both onsite and remotely. The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters....

  • Support Technician

    4 weeks ago

    Roodepoort, South Africa HR Genie Full time

    Job Summary:The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to clients both onsite and remotely.The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA...

  • IT Field Technician

    1 week ago

    Roodepoort, South Africa Disruptive IT Full time

    This is an on-site contract role for an Information Technology Support Technician. Technician will be responsible to assist with multiple sites around West Rand Area. The Support Technician will be responsible for providing technical support, troubleshooting desktop computers, supporting printers, and repairing computers. The role requires daily interaction...

  • Senior IT Technician/Firewall

    4 weeks ago

    Roodepoort, South Africa ICTEngage Full time

    Overview We are seeking an experienced and highly skilled Senior IT Technician/Firewall to join our client's technical team. This role is responsible for planning, implementing, and maintaining secure and scalable IT environments for multiple clients. You will manage IT projects end-to-end, supervise technical team members, and act as a trusted advisor on...

  • IT Support Technician

    1 week ago

    Roodepoort, South Africa MAJABULA IT ENTERPRISE Full time

    Set up workstations with computers and necessary peripheral devices (routers, printers etc.) - Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality - Install and configure appropriate software and functions according to specifications - Develop and maintain local networks in ways that optimize performance - Ensure security and...

  • Junior Technician

    1 week ago

    Roodepoort, South Africa The Telecoms Academy Full time

    We are currently recruiting for a **Junior IT Support/installer Technician** to join our team based in Johannesburg. **Duties & Responsibilities** - Understanding Network protocols - Networking knowledge is required (Fibre Routers, Wi-Fi Access Points) - Helpdesk knowledge and experience dealing with users and understanding how to deliver clear and...

  • Firewall / IT Technician

    4 weeks ago

    Roodepoort, South Africa ICT Engage Full time

    This role is responsible for planning, implementing, and maintaining secure and scalable IT environments for multiple clients. You will manage IT projects end-to-end, supervise technical team members, and act as a trusted advisor on infrastructure architecture and network security solutions. The ideal candidate is a lateral thinker, proactive,...

  • Senior IT Technician/Firewall

    1 week ago

    Roodepoort, Gauteng, South Africa ICTEngage Full time R120 000 - R180 000 per year

    We are seeking an experienced and highly skilled Senior IT Technician/Firewall to join our client's technical team. This role is responsible for planning, implementing, and maintaining secure and scalable IT environments for multiple clients. You will manage IT projects end-to-end, supervise technical team members, and act as a trusted advisor on...

  • Senior IT Technician/Firewall

    1 week ago

    Roodepoort, South Africa ICTEngage Full time

    We are seeking an experienced and highly skilled Senior IT Technician/Firewall to join our client's technical team. This role is responsible for planning, implementing, and maintaining secure and scalable IT environments for multiple clients. You will manage IT projects end-to-end, supervise technical team members, and act as a trusted advisor on...

  • It/telecommunications IT Manager

    5 days ago

    Roodepoort, South Africa HRCorporation Full time

    The IT Technical Manager is responsible for managing and providing third-party IT Support Services to our external Clients and managing our internal team of IT Technicians. This individual will serve as the link between our Team and our Clients, ensuring the delivery of high-quality IT Support Services and maintaining Client satisfaction. The IT Technical...