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.
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.
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 customers to resolve technical issues and escalate them 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.
To ensure that best practices are adhered to.
To ensure that Standard Operation Procedures are followed.
To provide input to the Monthly Operations Report.
To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
To Backup Engineers for customers and support staff where required.
Manage requests/calls escalated to Vendors and 3rd Parties
Train employees to analyse and repair all product failures and analyse customer requirements.
Ensure adherence to Customer’s Corporate Governance and Risk Management Policies as per prescribed compliance.
Minimum Requirements
Certificate or Diploma in Information Technology
3 – 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications
Microsoft Azure Fundamentals – AZ900
Microsoft Office 365 Fundamentals – MS900
MTA: Windows Operating System Fundamentals (Windows 10)
Microsoft 365 Certified: Modern Desktop Administrator Associate
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