End User Support Technician at BankservAfrica

Description

• Responsible for providing level 1 IT end user support to the employees of BankservAfrica.  This entails the provision of technical assistance and support to users within an organisation. This includes resolving issues related to hardware, software, networks, and other IT systems.
• This role will troubleshoot problems, install and configure software and hardware, maintain IT infrastructure, and provide training and guidance to users.
• The End User Support Technician plays a crucial role in ensuring the smooth operation of IT systems and helping users effectively utilise technology to meet their needs.

You will engage with the following stakeholders:

• Directors
• Exco
• Employees
• Production focused support teams
• Operations centre

Your key responsibilities include:

• Technology Support
• Provide proficient support and root cause resolution in the following common areas:
• Installation & configuration of a company’s computer hardware operating systems and applications.
• Upgrade systems with new releases and models
• Maintenance and monitoring of computer networks and systems.
• Performing electrical safety checks on the company’s computer equipment.
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration 
• Support services such as printing, anti-virus, backups as well as desktop and laptop hardware and software support
• Ensure all issues are properly logged
• Talk users through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Prioritize and manage several open issues at one time
• Follow up with users to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals

Professionalism

• Perform the tasks assigned to you in an expedient manner aligned with the corporate value system.
• Provide prompt and accurate feedback to customer
• Assist with tasks assigned to your team members so as to foster team growth

QUALIFICATIONS / KNOWLEDGE

• Matric certification 
• Degree or Diploma
• Comptia A+ & N+
• ITIL V3 or V4 
• Microsoft Windows Administrator certification
• Microsoft Office suite

EXPERIENCE

• Min of 2  to 4 years IT Support or helpdesk experience or similar
• VOIP experience
• M365 adminstration
• ITSEC Ops exposure
• Exposure to the AWS cloud platform, preferably AWS Work Spaces

SKILLS

• Conflict management and resolution
• Time Management
• Root cause analyst
• Good written and verbal communication.
• Excellent Interpersonal Skills