Technical Support Engineer (Level 2) - Johannesburg at Reddford House The Hills

ROLE SUMMARY:

As part of our global standardisation initiative, we have re-organised our IT Operations department in South Africa to provide a professional and effective IT service. This strategy increases our competitive edge in the private schooling sector. Within the multinational group, our IT departments continually transfer best practice knowledge between our various schools in the different countries.

The South African IT support staff will work in a dynamic, fast-paced environment which provides services to all users both onsite and via remote connection. Service enquiries will go through the Centralised Service Desk. As part of the Inspired Group, this position will also have responsibility for Group IT Projects.

KEY RESPONSIBILITIES:

• To diagnose and resolve software and hardware incidents, including operating systems (Windows, ChromeOS, macOS, Linux, Android, iOS) and across a range of software applications. To assist all our users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out a 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.
• To accurately record, update and document requests using the IT Service Desk System. To install and configure the new IT equipment. To resolve incidents and upgrade different types of software and hardware. To resolve incidents with printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintaining customer satisfaction.
• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
• Manage asset registers and data lines.
• Performing daily/weekly/monthly checks and checking backups.
• Application configuration and support.
• To work within the relevant legislation, policies and procedures.
• To contribute to Inspired Group IT Projects.

Organisation Responsibilities

• This position reports to the IT Manager – “region”.

REQUIREMENTS OF THE ROLE

Hard skills:

• Educated to diploma or certification level.
• Previous experience of working in an IT Support role, preferably 3+ years
• ITIL experience
• Advance knowledge of Microsoft Windows 10/11, Windows Server 2012 or higher, macOS, ChromeOS, Linux, Android and iOS operating systems as well as various software packages including Microsoft Office 365, Adobe, Google Suite
• Proficient in Internet related applications
• Networking and network administration experience
• Server administration experience
• Excellent IT skills and computer literacy
• Previous experience within a customer service role
• Advanced level in English (both written and verbal)
• CCTV experience will be an advantage.

Soft skills:

• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical Colleagues at all levels in the Organization.
• Good interpersonal skills, accountability
• Can handle conflict.
• Ability to think analytically, conceptually and systemically to resolve problems, make decisions..
• Attention to detail
• Punctual and time focused.

WHAT WE'RE LOOKING FOR

Additional skills:

• Experience with (Student) Management Information Systems
• Experience with CRM Systems

The Perfect Match:

• ou will flourish in this role, if you enjoy working in IT and dealing with clients in a fast-growing international organization