I&T Desktop Support Technician - Witbank at Fraser Alexander (Pty) Ltd.

RESPONSIBILITIES

Incident and Problem Identification

• Receive calls from helpdesk and users
• After hours telephonic support
• Evaluate service management system and screen and assign incidents for priority
• Ensure system report back to user

Hardware and Software Desktop Support and Repairs

• Schedule time to repair
• Remote support and repair where possible
• To set up and manage user accounts and permissions to consent access to a network
• Upholding and testing security, blocking unapproved access
• Chalk out maintenance plan for the prevention of unexpected failures
• Setting up the Organisation’s computer system to meet specific business goals
• Monitoring day-to-day computer performance
• Update and maintain the computer inventory and equipment
• Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, AV systems connections
• Ensure desktop computers interconnection seamlessly with diverse system keeping in mind for compatibility factors
• Coordinate with vendors to resolve technical problems with desktop computing equipment and software
• Endorse and apply upgrades to systems to ensure durability
• Assess functional needs to regulate system purchase specifications
• Resolve hardware and network connectivity issues
• Setting up APN & VPN access for all remote users
• Assist in technical upgrading and maintaining of entire desktop systems
• Support in testing and deployment of new applications and systems
• Train and guide staff on hardware and software usage
• Update service management system with feedback
• Follow “set-up” check list process with machines

Knowledge of Current Technology

• Research newest trends and standards
• Draft motivation for changes
• Refer for possible projects

Documentations

• Identify & document processes and procedures
• Obtain relevant manuals
• Compile references to users’ manuals
• Compile relevant user How-To documents

Customer Satisfaction 

• Obtain customer feedback from Service Management System
• Correct any reports/improvement areas

QUALIFICATIONS

• Grade 12
• A+ , N+ , MCP Certification

EXPERIENCE

• Minimum of 5 years experience in I&T Desktop Support