MAIN ACCOUNTABILITIES
- Ensure calls are recorded in the helpdesk system, accurately documented and categorised
- Ensure that all the incidents / requests are responded to within required SLA
- Provide telephonic / remote support
- Ensure clients are kept up to date regarding their incidents and requests
- Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems
- To take ownership of end-user issues and problems and be pro-active when dealing with user issues and help them resolve any hardware or software problems.
- Ensure connectivity of IT systems and the internet.
- To support users remotely as well as onsite as directed.
- To escalate more complex calls according to the escalation procedure keeping ownership for the duration of the problem.
- Pre-build and setup PCs/ notebooks and systems where required.
KEY COMPETENCIES FOR THE ROLE HOLDER:
- Ability to troubleshoot and provide recommendations for resolving technical issues.
- Hands on’ approach and a willingness to learn is a must.
- Strong interpersonal skills - comfortable interfacing with all levels of company
- Excellent communication in English, both verbal and written.
- Well presented.
MINIMUM REQUIREMENTS
- Grade 12
- Minimum A+ N+ or similar preferable essential
- A minimum of 1-2 years’ experience as an IT Infrastructure support technician.
- Microsoft Certified Solutions Associate (MCSA) will be beneficial
- Must have a drivers licence and reliable vehicle
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