Desktop Support Technician

SUMMARY:
Support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.

POSITION INFO:
Job Objectives

• To provide immediate first line support and daily assistance of all IT related issues.
• Assisting the regional IT Managers and the Head of IT with all IT related functions.
• Troubleshooting and problem solving of user issues (Local and remote).
• Maintaining company IT standards and procedures, network security and confidentiality of information.
• Hardware and Software - setup, repair, configure, troubleshoot.
• Assisting with general tasks and administration or Ad-hoc tasks and problems.
• Improving helpdesk turnaround time and escalation of any issues and calls.
• Ensure prompt feedback to all calls assigned and do follow ups with users.
• Assisting with uptime and monitoring of the IT infrastructure.
• Assisting with the Helpdesk function – logging and maintaining all support calls.
• End user support queries.
• Maintaining company hardware assets using asset management tools and processes.
• Setup hardware devices for users. (PC’s laptops, Tablets, Mobile devices).
• Repair laptops – diagnose for hardware faults and provide assessment.
• Repair laptops –upgrade, install or swop internal components or parts.

• Client liaison and customer service principles (Must be patient when dealing with difficult ‘customers’).
• Time management.
• Must have a good telephonic manner and communication skills.
• Attention to detail, Accurate and analytical.
• Excellent organisational and interpersonal skills.
• Troubleshooting ability & quick learner for recurring problems.
• Handle stress very well and work under lots of pressure – Deadline orientated
  

• Matric.
• CompTIA A+ Essential.
• CompTIA N+ or IT Diploma, MCITP or MSCE 2012 (Desktop Engineer).
• (Current to within 18 months) will be an advantage.
• 3 years’ experience with exposure to IT systems in an environment with 60 or more users.
• Any Manufacturer “repair” certification (hardware related) (Apple, Lenovo, HP, Dell, etc) will be advantageous or 3 years hand on repair experience essential.

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