Professional ICT Level 2 Support Web Application, System, Training at AVBOB South Africa

YOU WILL BE RESPONSIBLE FOR:

• Delivering 1st-line support service via the calls received via the active service desk, receiving incidents and service requests via various mediums including telephone, email and fax.
• Troubleshoot to identify, assess, resolve and escalate software/hardware and application-related faults within set Service Level Agreement.
• Logging call details accurately on the active service desk, do first line resolution, and escalate calls to 2nd line support when required.
• Assist in optimising 1st line support, efficiently assist users, work with the service desk leads to build out successful processes and SOP.
• Familiarising yourself with new, policies, procedures, and the latest business trends and inhouse developed applications to efficiently assist users with processes, new accounts, and installation where and when required.
• Attend new systems training when required and be the 1st line of assistance to user on new systems roll outs.
• Own the call resolution process end-to-end to ensure incidents and requested are logged, attended to within SLA, and resolved, whether resolved by 1st line or escalated to 2nd or 3rd line support.

Requirements

• Grade 12
• IT Diploma or A+ and N+
• Certified in at least one Microsoft certification: M365, MSCA, MSCE, MD-102, MD-100 and or related endpoint certifications.
• ITIL V3/V4 Certificate
• Valid driver’s license