Paracon SA is the founding company of the Paracon group of companies which provides Information and Communication Technology (ICT) services and solutions to a wide range of local and international clients. Paracon’s core business is its Resourcing division which is the leading supplier of ICT resources in South Africa, providing skilled ICT candidates for ...
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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.
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