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IT Help Desk Technician

10 hours ago

Cape Town, Western Cape, South Africa Riverfy Full time

Riverfy is an onsite and remote IT support and security software solutions company. Our mission is to help businesses achieve more through the efficient use of innovative technology solutions. We strive to maintain an impeccable level of service delivered with a sense of warmth and friendliness to our clients.

This is a full-time remote role.

About the role:

The primary responsibilities include support of all of our clients' software/hardware and connectivity issues. The support technician must be able to communicate effectively with our clients to gather detailed information about their issues and resolve in an orderly fashion. In addition, work closely with team members for special projects and resolving complex issues. Help desk technicians are responsible for monitoring all tickets in our ticketing system and ensuring timely resolution and closure. Additional support responsibilities to include maintaining backups, and onsite visits to clients for maintenance. On-call support availability is required.

Responsibilities:

Helpdesk Support

  • Monitor/Assign and respond to tickets submitted through Connectwise
  • Troubleshoot and provide a resolution to user issues
  • Install or upgrade software/hardware equipment
  • Assist and train users on a new hardware or software use
  • Work with software vendors to diagnose and resolve issues
  • Assist with onsite configurations for Bay Area clients as needed

Communication:

  • Communicate to users at all levels the status of assigned tickets and expected resolution.
  • Document troubleshooting process and procedures in Atlassian
  • Inform the team of any issues impacting the client

Requirements:

  • 1-5 years experience supporting users in an Active Directory environment
  • Strong Understanding of Microsoft Windows Operating systems
  • Strong documentation and communication skills
  • Proven track record as a team player in a fast-paced environment
  • Client Care Experience

Excellent Written and Oral Communication Skills Required

Job Type: Full-time

Pay: R19 476,00 - R26 558,00 per month

Work Location: Remote