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

Description

• We are looking for a highly motivated, resourceful individual with a "Can Do" attitude and strong work ethic to join our ICT Service Desk team.
• You should have experience in managing multiple incidents, requests and problems. Microsoft 365 knowledge, and a good understanding of windows installation, software and database management systems. Solid experience in managing SLA and Customer Feedback.
• 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. 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 and escalate calls to 2nd line support when required.
• Track all outstanding queries, and ensure they are resolved within specified SLA.
• Attending system-related meetings when required for input and advice purposes and provide feedback to supervisor and team.
• Good understanding of Web Application System and monitoring, identify the latest business trends for support purposes and report these to the supervisor.
• Assist with the documentation of knowledge base and providing required training to customers.

Requirements

• Grade 12
• IT Diploma or A+ and N+
• 5 years of experience in the first line support
• Microsoft 365 Fundamentals - MS-900
• ITIL V4 Certificate
• Valid driver’s license