IT Support Technician

4 days ago

Centurion, South Africa DBSA Full time

This role entails providing effective technical support to end users by maintaining, installing, configuring and repairing computer systems and other technologies in the business. The incumbent will ensure relevant accurate record-keeping of IT related tasks, assets and procedures while maintaining an excellent customer service oriented approach to all tasks. This is a contract position for 3 years.

**Key Responsibilities**:

- To assist all users with any logged IT related incident when called upon
- To diagnose and resolve software and hardware incidents, including operating systems (Windows)
- Analyse and Assess the information
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- Accurately record, update and document requests using the IT service desk system
- Accurately record, update and document asset management changes
- To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organisation.
- Continuously update users on progress of logged tickets until resolution.
- Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
- Provide appropriate resolution for tasks or deadlines not met.
- Act in a customer centric manner.
- Maintain a positive attitude and respond openly to feedback

**Expertise & Technical Competencies**:
Qualification:

- MCSA or equivalent
- CompTIA A+ Hardware & Software
- CompTIA N+ Networking is advantageous
- ITIL Foundations certificate is advantageous

**Experience**:

- 3 years Helpdesk/IT Administrator experience with technical support and troubleshooting abilities
- Experience with DHCP, LAN/WAN and Endpoint Management
- Good working knowledge of Windows 7/8/10/11, Windows Server 2008/2012/2016/2019, active directory
- Must have excellent people, telephonic and written communication skills.

**Required Personal Attributes**:

- Excellent IT Skills and computer literacy
- Ability to communicate effectively with people in a professional manner, face to face, on the phone and in writing.
- Ability to demonstrate practical troubleshooting and problem analysis techniques
- Excellent knowledge of customer service best practice.
- Ability to prioritise, manage and perform under pressure to meet Service Level Agreements
- Strong verbal and written skills
- Problem Solving skills
- Excellence Orientation
- Investigative Orientation
- Customer Responsiveness
- Planning and Prioritising
- Attention to detail

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