IT Support Technician - JHB at EQ Plus Technologies Pty

Overview of Role:

• User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Also responsible for the diagnosis and correction of any hardware or software issues that may arise on a customer’s computer.

Roles and Responsibilities:

• Respond to requests for technical assistance in person, via phone or electronically
• Responds to requests for technical assistance at remote branches and In-houses
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard service desk procedures
• Log all service desk interactions and update with all actions taken
• Reassign IT service desk calls via the system to the correct resource
• Track and route incidents and requests and document resolutions
• Stay current with system information, changes and updates
• Troubleshoot 1st line network problems
• Educate users on how to fix minor problems themselves
• Assist users when on standby
• Configure installation and troubleshooting of scanners as per Value Logistics requirements
• Video conferencing, teleconferencing setup and support
• Do first line and second line support
• Dispatch equipment to users via waybill
• Install and replace hardware and software as per Value logistics requirements
• Ensure that all IT equipment is patched according to the latest security releases and anti-virus patterns
• Troubleshoot software problems
• Understand how new hardware or software works to assist users
• Follow guidelines in the Standard Operating Procedures manual, the Service Level Agreement and the Operating Level Agreement
• Provide full details on fault resolution onto the IT Service desk system
• Identify potential areas of technology improvement and savings
• Create and maintain interdepartmental and vendor relationships
• Move technology from one location to another
• Make changes or adjustments to existing systems such as performing upgrades
• Install, configure, maintain and support all printers as per Value Logistics requirements
• Service excellence, customer Satisfaction which is assessed through surveys of customers via telephone calls, email or post, response time, call abandon rate etc
• Program excellence, call Volume, solution accuracy, reliability of predefined solutions and tracing accuracy
• Performance excellence, first time settlement, resolution time and agent commitment
• Quantitative Control, number of calls, time control, opened/closed tickets
• Repair of computers, how many computers were repaired, how many computers came back, software installation

Minimum Requirements:

• A+
• N+
• MCSE would be an advantage
• Valid manual drivers license
• Prepared to travel
• Prepared to travel daily with a company provided vehicle to provide support at remote branches and In-houses
• Must be available 24/7
• Two years minimum computer experience

Skills Required:

• Excellent communication skills
• Organised
• Able to assess and address basic queries regarding software and word processing problems
• Able to prioritise

Knowledge:

• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge of call tracking applications
• Knowledge and experience of customer service practises
• Printer knowledge
• Video conference knowledge
• Cell phone and tablet knowledge