IT Desktop Support Technician

5 days ago

Rustenburg, South Africa Afritop SA Full time

**Responsibilities**
- Effectively troubleshoot and manage production incidents.
- Communicate accurate impacts of production incidents
- Recommend solutions to production problems.
- System level documentation
- Support desktop operating systems, hardware and software OS (all versions )
- Efficiently troubleshoot and resolve complex problems in a highly technical environment.
- Participates in technical training programs and self-directed learning.
- Providing Tier II support to clients related to issues with assigned business unit products and services.
- Respond to escalated tickets from Tier I support staff to issues that impact clients business operations.
- Perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility.
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer
- Supports customers per the details contained in the customer maintenance and support contracts-SLA.
- Maintains a high level of customer satisfaction through professionalism.
- Ensure compliance with SLAs and OLAs
- Establish and maintain procedures to ensure timely and accurate resolutions of customer issues working with in-house development teams
- Analyze and build recommendations to optimize the customer’s integration with our external and Internal services and solutions.
- Prepare accurate, clear, and timely reports.
- Prioritize work and set expectations for all incidents and requests.
- Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approach.
- Document all support incidents for data reporting purposes.
- Provide day to day desktop support;
- Provide prompt and accurate feedback to customers.

**Salary**: R12,500.00 - R15,000.00 per month

Ability to commute/relocate:

- Rustenburg, North West: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Level of desktop support operating systems, hardware and software OS that has been provided: Basic, intermediate or advanced?

**Education**:

- Diploma (preferred)

**Experience**:

- Desktop Support: 3 years (required)

License/Certification:

- Drivers licence (preferred)

Willingness to travel:

- 50% (preferred)

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