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Helpdesk Technician

2 weeks ago

Durban, South Africa Innovate IT Africa Full time

**Innovate IT Africa - Helpdesk Technician - Remote**

**Summary**

Innovate IT Africa is looking for a qualified Helpdesk technician to join our team as a remote Helpdesk Technician.

You will be required to provide remote support and technical assistance to customers who are using software, hardware, or other computer systems, and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers and equipment.

You will also be required to perform a number of preventative maintenance tasks and document all tasks completed.

Must be a quick learner and have the ability to pick up new skills & technologies in a short space of time.

**Minimum requirements**:

- Matric / Grade 12 with Maths HG
- A+ Certification
- N+ Certification
- Microsoft Certification (MCP, MCDST, MCITP certification) OR
- Relevant Diploma / Degree in Information Technology

**Personal Specification**:

- Minimum of 2 Years Proven experience as a **Helpdesk Technician** or other IT Customer Support role.
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English. Portuguese an advantage.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Ability to perform under pressure.
- Excellent documentation and record keeping abilities.

**Roles and Responsibilities**:

- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in Helpdesk Software.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Keep confidential all applicant, client, and company proprietary information.
- Document all work undertaken and generate support documentation where needed.

**Skills and Knowledge required**:

- MS Windows Server 2012, 2016, 2019
- MS Windows 10 & 11
- MS Exchange Online (M365)
- MS SQL 2008 R2 or later
- Active Directory Administration
- DNS
- DHCP
- Microsoft 365 Administration
- SharePoint Administration
- Administration of various Security/Antivirus/Firewall Portals

**Job Type**: Temp to perm

**Salary**: R10,000.00 - R13,000.00 per month