Desktop Support– Cape Town at Paracon

Key Responsibilities:

• Ensure that contracted customer Service Level Agreements are met (resolved)
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
• To ensure that calls are logged retrospectively if no call was logged for work completed (No ticket No Ride)
• Ensure that calls are checked and updated with the latest updates until call closure
• To ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support
• Administer User and Computer accounts, as well as Group membership in AD
• Perform various tests on all hardware platforms and networks and document all operating system software
• Practice Expert knowledge on Preventative Maintenance
• Coordinate with Internal IT staff and customer to resolve technical issues and escalate same if required
• Co-ordinate with staff to install and configure all EUC
• Identify and resolve all hardware and software issues
• Installing, Configuring and Updating required hardware and software
• Troubleshooting and diagnosing to detect and solve technical problems
• Design and perform various tests on applications according to required standards
• Maintain and develop all user applications and define specifications based on client requirements

Minimum Requirement:

• CompTIA A+ – mandatory
• CompTIA N+ – mandatory
• ITIL Foundation Certification – mandatory
• Microsoft Azure Fundamentals – AZ900
• Microsoft Office 365 Fundamentals – MS900
• MTA: Windows Operating System Fundamentals (Windows 10)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Apple Mac Apple Certified Support Professional (optional based on customer requirements)
• 3 – 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications.

Location & Type:

• Cape Town (Hybrid)