Support Technician

5 days ago

Johannesburg, Gauteng, South Africa NTT DATA Full time R250 000 - R500 000 per year

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.

Responsibilities:

Technical Support

  • Provide remote support to end users.

  • Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.

  • Provide VIP support to clients executive members

  • Troubleshoot software and hardware related incidents and requests remotely.

  • Perform application troubleshooting and support as per incidents and requests.

  • Work with vendors and internal resources to facilitate resolution of incidents and requests.

Ticket Management

  • Respond to Incidents and requests assigned via the ITSM Tool.

  • Ensure Ticket updates are current, and end users informed of progress.

  • Respond to and Resolve incidents within SLA.

  • Assess, review and resolve assigned tickets within stipulated SLA.

  • Escalate tickets where applicable.

Client Engagement

  • Communicate effectively with relevant Stakeholders including team members and Management.

  • Liaise with end users to effectively reach resolution on incidents and requests.

  • Keep users informed of priority changes and timing of resolutions.

  • Follow up with users to confirm that resolutions met requirements before closing the ticket.

Qualifications

  • Matric and a relevant qualification

  • Valid Drivers License

  • Willingness to travel extensively (including overnight stays when required)
  • Able to work after hours and over weekends when required
  • At least 3 years of desktop support experience
  • Must have prior experience with Microsoft Intune, Microsoft Endpoint Configuration Manager and Microsoft 365
  • Must have prior experience with Dell desktops
  • Experience in documentation and standard operating procedure development
  • Ability to work independently and handle a range of unexpected challenges
  • Detail-oriented with a proactive approach to problem-solving.
  • Flexible and adaptable to changing circumstance

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