First Line Support Engineer - Cape Town at Recru-IT

Responsibilities:

• Provide first-line technical support to end-users via various channels (phone, email and BMS) in a professional and timely manner!
• Diagnose and resolve hardware and software issues related to desktops, laptops, printers, mobile devices, and other IT equipment. Escalate complex issues to higher-level support teams when necessary.
• Configure and maintain desktop operating systems, software applications, and peripheral devices. Ensure that all equipment is up to date with necessary patches and updates.
• Record, track, and document the problem-solving process, including all actions taken, relevant research articles, software/hardware information as well as the final resolution.
• Apply diagnostic utilities and best practice methodology to aid in troubleshooting. (And yes, Google/ IT Glue is your best friend, use it!)
• Update technical support documentation and all pertinent information in IT Glue
• Ensuring escalation from First-Second-Third-Technical escalation protocol
• Troubleshoot Windows Desktop, Server, Microsoft Office, and other Business Applications used by their clients.
• Utilise Kaseya and other monitoring platforms to maximum efficiency.
• Report any escalations to the Help Desk Manager
• Provide quality and swift remote support to their clients.
• Respond to assigned tickets/tasks in accordance with SLA guidelines of 4 hours utilizing Kaseya.
• Provide basic training and guidance to end-users on IT-related topics, such as best practices for using software applications and maintaining security protocols.
• Collaborate with second and third-line support teams to resolve complex issues. Work closely with IT management to identify recurring problems and suggest improvements.
• Ensuring tickets are closed/put on hold where appropriate.
• Provide quality and swift remote support to their clients.
• Respond to assigned tickets/tasks in accordance with SLA guidelines of 4 hours utilizing Kaseya.
• Take ownership of tasks and follow through to ensure complete resolution.