2nd Line IT Support

SUMMARY:
2nd Line IT Support

POSITION INFO:

2nd Line IT Support – Montague Gardens, Cape Town – R30 000 to R40 000 based on qualifications and Experience

UK based Company specialising in Delivering fresh, tech-led customer engagement solutions for global brands is looking for a talented individual to join their team as a Full-Time 2nd Line IT Support Person.

As part of our dynamic team, you''ll play a crucial role in providing top-notch support to both our internal staff and external customers.

The Role:

In this role, you''ll be the go-to person for resolving IT issues, providing support via a ticket-based system. Your day-to-day tasks will involve assisting both management and employees within our group of companies, as well as supporting our valued external customer base.

Experience:

• Minimum 3 years in Desktop Support
• Proficiency in Windows Desktop Operating Systems (Windows 10/11) and MAC
• Good working knowledge of Windows Server Operating Systems
• Experience with Microsoft Office Applications (2016/365)
• Familiarity with on-prem and hosted email services like Office 365 & G-suite
• Advanced Networking knowledge (DHCP, DNS, Routing, vLANs)
• Experience with various Internet Connectivity Mediums (xDSL, Fibre)
• Familiarity with Enterprise Antivirus packages and Backup management

Responsibilities:

• Remote IT Telephone Support for customers
• Remote assistance covering hardware, operating systems, email, and more
• Collaboration with 3rd party vendors for seamless integration
• Adherence to call logging processes and meeting SLAs
• Password resets, mail routing, and account management
• Logging customer queries and updating tickets with SLA time
• Remote IT Maintenance and Scheduled Server maintenance
• Onsite IT Support and Project installation work
• Escalation in accordance with SLA

Education & Qualifications:

• A Levels
• A+, N+ or Microsoft MCSA/MCSE (optional)

Other Requirements:

• Previous IT remote telephone support experience
• Fluency in English is mandatory
• Positive personality with a willingness to learn

Send your CV to LaurielleJ