ICT Support Engineer

SUMMARY:
ICT Support Engineer, ICT solutions Space, Johannesburg.

POSITION INFO:

Our client, a highly prestigious provider of networking infrastructure and IP telephony in the ICT solutions Space is seeking to URGENTLY appoint a dynamic IT Support Engineer to be based in their Johannesburg Offices.

MAIN PURPOSE FOR THE ROLE:

To ensure the delivering of exceptional IT support services and guidance ensuring that our clients can maintain enhanced levels of efficiency and productivity. Being the first point of contact for clients, you are expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. You will aim to exceed the client’s expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivalled experience for the client’s end-users.

PLEASE NOTE:

Our client provides IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.

KEY COMPETENCY REQUIREMENTS:

• At Minimum Matic / Grade 12
• Certifications:
• Official CompTIA A+ and/or N+
• Official Microsoft Certified IT Professional
• Official CCNA / HCIA (Advantage)
• ITIL certification (Advantage)
• Minimum 2 years’ experience in a support position
• Tech savvy with working knowledge of office automation products and remote control
• Sound understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficient in English
• Excellent written and verbal communication skills
• Client-oriented and cool-tempered
• Valid Drivers’ License and own reliable transport (advantage).

KEY ROLES AND RESPONSIBILITIES:

• Represent the renowned Company service delivery brand, always remembering you are the first point of contact and the face of the company. Deliver exceptional service to internal and external clients.
• Respond to clients within SLA.
• Capture all details as accurately as possible in our ITSM Platform, providing complete resolution descriptions. Ensure that Incidents are classified, categorized, and prioritized correctly and appropriate to effectively address urgency and impact.
• Analyse issues and develop resolutions in a timely fashion.
• Provide support to clients on all supported applications.
• Provide regular updates to clients with regards to incident updates
• Ensure that issues are resolved in line with updated processes and policies.
• Escalate any ongoing, unresolved, or business critical problems to your Team Leader or BU Manager in a timely fashion.
• Track and manage your work record via regular time and ticket/ task time entries.
• Provide guidance and training to client personnel, empowering the users to help themselves.
• Create/ update Knowledge Base articles / technical notes as solutions are identified or articles found to be outdated.
• Supervise all 3rd party product installations and/or the related repair and maintenance activities when required remotely.
• Identify and suggest possible improvements on procedures or systems to your Team Leader.
• Keep abreast of modern technologies as well as Standard Operating Procedures (SOPs).
• Ensure that all effort has been done to resolve Incident at Tier1 or Tier2 level before escalating.

PLEASE NOTE WELL:

Our client is an owner managed business that has vast in-house experience and skills in networking and IP telephony. They provide a full range of ICT solutions to resolve client issues centred around: Connectivity; Communications; Cloud; Carrier Services; Security Operation; Centre Fractional and End User Computing.

 WILLINGNESS TO RELOCATE TO JOHANNESBURG IS ESSENTIAL. SHOULD THIS OPPORTUNITY NOT BE ALIGNED TO YOUR CAREER ASPIRATIONS, KINDLY FORWARD TO A FRIEND.

NB! This job is now closed. You can apply for other jobs by uploading your CV.