IT Helpdesk Technician/IT Field Technician

SUMMARY:
Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). Ensuring adherence to all processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments.  Be responsible for acting as a bridge between the client and our operation delivery team.

POSITION INFO:
REQUIRED LEARNING

• Grade 12
• Computer Literate – Microsoft – Outlook/Word/Excel (Essential)
• A+ would be advantageous.
• N+ would be advantageous.
• 5 years Field Tech would be advantageous.
• General knowledge of desktop hardware and software
• Proven experience of solving complex problems.
• Knowledge of relevant Technology, Products and Service.
• Relevant knowledge in ticketing tools.
• Own vehicle and valid SA driver’s license  
• Occasional field work might be required to assist with support calls.
• Huawei qualification (Advantageous)
• Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.
• 2 -3 years’ experience in:
• Azure
• MS Office 365
• MS Teams   
• Sharepoint (Advantageous)

• Manage the business relationship with the client to ensure mutual trust & open communication
• Takes service calls and performs incident specific activities as directed by the Call Planners
• Performs preventative maintenance activities on certain products as directed
• Perform hardware and software installations
• Takes routine service calls and performs basic maintenance and support.
• Responsible for troubleshooting, installing, maintaining and hardware break-fix
• Provides technical support to customer in solving technical problems that occur during the installation
• Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents
• Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware
• Maintain SLA requirements (both internal and external)
• Ensure accurate completion of job cards
• Work independently without supervision
• Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve ticket.
• Ensure completion of ticket is within agreed SLAs.
• Interacts with client to gather additional info to enable faster resolutions of a ticket.
• Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral for L1’s   
• Proactively identifies problems and errors before they impact a client’s service.
• Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket
• Ensures all changes are carried out with proper work/change approvals.
• Setup workstations and configure end-user software / hardware and upgrade existing client desktops.
• Monitors client infrastructure and solutions.
• Must share knowledge, communicate effectively and be willing to assist team members in getting task completed.
• Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket.
• Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.
• Execute approved maintenance activities. (These activities could include system patching; system upgrades or configuration changes etc.)
• Will be required to work standby shifts from time to time.

• Strong client service orientation and passion for exceeding expectations.
• Reliable and able to produce a high quality of work.
• Display excellent attention to detail and the ability to manage work processes.
• Excellent written and verbal Skills
• Positive attitude and ethical
• Excellent organisation skills
• Excellent analytical and problem-solving skills
• An ability to work to tight deadlines and within constraints
• Understanding of the billing / payment cycle
• Ability to multi- task
• Good Listening skills
• Team player
• Ability to perform under pressure
• Able to work independently and be self-disciplined

• The processing of your personal information and sharing it with third parties for verifications. 
• The exercising of your rights provided for by POPIA. 
• To acknowledge that IT Naledi Solutions (Pty) Ltd will keep the record of your personal information confidential.

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