Level 1 Tech Support

4 weeks ago

Cape Town, South Africa Surgo PTY Ltd Full time

The Role

We are undergoing an exciting time in our evolution and now seek an experienced Level 1 Managed Services Technician. Working as part of the Managed Services Helpdesk Team, you will be responsible for providing 1st line technical support and solutions to our clients through our online helpdesk, live chat, telephone and by email.

This role also has responsibility for performing hardware/software installations and upgrades, performing regular maintenance duties (remotely or on-site) and the preparation and delivery of small orders.

Key Responsibilities:

  • Provide level 1 technical support to both internal and external stakeholders
  • Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
  • Deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk, email, telephone or through live chat
  • Use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone
  • Perform initial investigation and where required, escalating the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer are.
  • Triage all new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements
  • Pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, taking action to create a support incident on behalf of a client
  • Configure, deliver & deploy PCs, laptops and printers for internal and external stakeholders
  • Perform regular remote or on-site maintenance on behalf of our clients
  • Provide on-site technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting
  • Refer client requests for advice & consultation to Business Solutions and Commercial teams
  • Manage and monitor internal and external ICT systems and platforms performing any necessary maintenance
  • Take responsibility for ones own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
  • Collaborate with peers and other areas of the business to increase internal product and service knowledge

Person Specification

Essential:

One year of professional experience in two or more of the following:

  • Microsoft Windows Server
  • Microsoft Office 365 (Exchange Online, One Drive etc)
  • Active Directory
  • Anti-Virus, Anti-Malware & Anti-Spam Solutions
  • Veeam Backup & Replication
  • Hardware Maintenance (Servers, Laptops or Desktops)
  • Patch Management Solutions
  • Previous experience in an internal or external facing helpdesk support team
  • Previous hands-on experience with ticket management systems e.g. Connectwise
  • GCSE Maths and English grade 9-4 or A*-C (or equivalent)
  • Willingness to travel to client sites in the UK as required
  • Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable:

  • Previous experience in an IT/Professional Services organisation
  • Professional IT Certifications, i.e. ITIL Foundation, Cisco CCNA, Microsoft MCSA

Competencies required for role:

Communication

Conveys information and ideas clearly and respectfully. Listens to other and values different opinions.

Teamwork and Collaboration

Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.

Results Focused/Problem Solving

Prioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results.

Developing Yourself & Others

A quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes.

Salary: R18000 per month

Working hours: Monday to Friday UK Hours (8am to 5pm or 9am to 6pm)

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za

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