IT Technician - Support Agent at Bytes Managed Solutions

Job description

Key Result Area

• Provide 1st line technical support
• The technical support agent shall attempt to complete the incident remotely, and include additional information attained in the Astea comments to assist field CSR’s to have all additional information pertaining to incidents.
• Escalate unresolved calls and update the electronic logging systems
• Configure and solve problems relating to Pepkor software and operating system
• Update the electronic logging system with the findings and resolutions
• Adherence to ISO 9000 procedures
• Monitor and analyse all incidents that are assigned to Bytes and complete as many of these incidents remotely
• Confirm that the incidents have been assigned correctly, based on the fault description and equipment that the incidents have been logged for
• Complete technical administration
• Record and escalate all incidents where BI intervention is required

Education

• Matric qualification
• A+
• N+ (preferable)
• MCP/MCDST

Experience

• 3 years’ experience in IT
• 1-2 years’ experience in technical support
• 3 Years software installation and troubleshooting
• 3 Years’ experience in maintaining computer and printer equipment in an IT environment
• 1 Year Experience in a remote support environment preferable

Technical Skills

• Working knowledge of MS OS environments and all related MS desktop applications
• Computer literate
• Working knowledge of Astea

Behaviours /Attitudes

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