Recru-IT is a specialist IT Recruitment Company, established in 2005.
Our primary business is the placement of all portfolios of IT staff
into selected companies in Cape Town, Gauteng,KZN and the Eastern Cape.
Our aim is to a provide specialist service with a personal touch!
Read more about this company
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.
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