Helpdesk Technician -MDD - Selby (3 Contract) at Bytes Managed Solutions

Job description

Key Result Areas:

• Provide 1st line support
• Log 2nd line calls received from customer
• The Helpdesk Technician shall distinguish the category, call type and sub call type of the complaint and if possible resolve the problem telephonically or by remote access
• Escalate unresolved calls and update the electronic logging systems
• Remote support of Bytes’ customers base that subscribes to the remote services offered
• Configure and solve problems relating to Microsoft office professional, Microsoft Project, Microsoft Visio, Microsoft Outlook and any other approved client software remotely
• Update the electronic logging system with the findings and resolutions
• Adherence to ISO 9000 procedures
• Quoting / Budget experience

Qualifications

• Matric qualification
• A+
• N+ (preferable)
• MCITP/MCDST/MCSE or equivalent ( Bonus )

Knowledge:

• 3 years’ experience in IT / Telephony
• 3 Years software installation and troubleshooting Alcatel Product
• 3 years’ experience in maintaining Alcatel PABX Software and Equipment
• 1 Year Experience in a remote support environment preferable
• 1 Year technical Remote Support experience on the Alcatel Product preferable
• 1 Actis Quoting tool ( Bonus )

Skills:

• Working knowledge of MS OS environments and Alcatel Product Voice and Data all related MS desktop applications
• Computer literate
• Excel literate

Attitude/Behaviour:

• Communication (listening)
• Dedication to customers
• Drive
• Perseverance
• Problem Analysis
• Self Development
• Stress Management