Desktop Support / Helpdesk (Level 1) - CPT

ENVIRONMENT:

A dynamic Cape Town based IT company providing systems development, consulting and project management require a Desktop Support / Helpdesk (Level 1) person to join their team. A valid drivers and reliable vehicle is required as the suitable candidate will be required to visit clients.  

DUTIES:

Resolve all calls escalated to 2nd level by internal / external key relationships -

•       Responsible for all calls that 1st level support cannot resolve.

•       Includes incident and change management (new sales) calls.

•       Resolve within SLA.

•       Follow up with customer.

•       Update system in real time.

•       Resolve issues relating to monitoring and system alerts – include in ALL.

•       Assign to 2nd level support if cannot resolve.

•       Use and update the knowledge base of the system.

Support to internal key relationships -

•       Follow up with assignees, customers, and 3rd party.

•       Follow up on system monitoring alerts – Nagios – 24/7 based on impact to customers business (SLA).

•       Create relevant notes associated with the logged call.

•       Update knowledge base.

Proactive approach to selling solutions to customers -

•       Awareness of customer configuration.

•       Listen to needs and identify opportunities.

•       Sell in appropriate service or product.

•       Utilise sales template provided.

•       Be accountable for many hours of billing to cover this positions costs.

Relieve 1st level support when required -

•       React to incoming calls by answering the phones when 1st level is unavailable.

•       Monitor queue for new emails received and monitor inbox emails.

•       Monitor alerting systems and follow escalation procedure.

•       Log calls.

•       Update the system in real time.

•       Accountable for the follow up and quality closure.

•       Actively monitor the incident and change requests for warnings and breaches.

•       Get an ETA from the Assignee and add a note describing the reason for breach.

•       Create relevant notes associated with the logged call.

•       REQUIREMENTS:

•       Relevant Courses which enable the individual to complete their work.

•       Working knowledge of all the skills below are preferable but not essential:

•       Windows

•       Windows Server and Desktop

•       Active Directory

•       File Services

•       SUS Services

•       MS Exchange 2012, 2010, 2007, 2003

•       MS SQL Server

•       IIS

•       IAS Server

•       ISA Server

Networking / Security -

•       TCP/IP

•       Routing and Switching

•       Basic understanding of Common Application Protocols, namely, SMTP, HTTP, POP3 etc.

•       Ability to trouble shoot using packet sniffer.

•       Understanding of wireless networks with 802.1x.

•       Authentication

Hardware -

•       Basic understanding of latest server technology.

•       Understanding of Raid levels.

•       Understanding of software and hardware Raid.

•       Trouble shooting hardware problems.