IT Support Technician at Development Bank of Southern Africa (DBSA)

The Key Responsibilities of the IT Support Technican role include but are not limited to:

Provide effective support to end users at the IPP Office:

• Will assist all users with any logged IT related incident when called upon
• Will diagnose and resolve software and hardware incidents, including operating systems (Windows)
• Analyse and Assess the information
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Documentation/Record Management

• Accurately record, update and document requests using the IT service desk system
• Accurately record, update and document asset management changes
• To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient

Customer Communication

• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organisation.
• Continuously update users on progress of logged tickets until resolution.
• Ensure required escalation is done timeously 

Effective self-management and team work

• Apply knowledge of organisation systems, structures, policies and procedures to achieve results.
• Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Provide appropriate resolution for tasks or deadlines not met.
• Act in a customer centric manner.
• Maintain a positive attitude and respond openly to feedback

Minimum Qualification and requirements:

• MCSA or equivalent
• CompTIA A+ Hardware & Software
• CompTIA N+ Networking is advantageous
• ITIL Foundations certificate is advantageous

Experience:

• 3 years Helpdesk/IT Administrator experience with technical support and troubleshooting abilities
• Experience with DHCP, LAN/WAN and Endpoint Management
• Good working knowledge of Windows 7/8/10/11, Windows Server 2008/2012/2016/2019, active directory
• Must have excellent people, telephonic and written communication skills.