IT SUPPORT TECHNICIAN

SUMMARY:

Cape Town – WC:   This position is responsible to ensure that the company’s ICT environment runs smoothly, and user problems are attended to in a professional and timely manner as well as ensuring that there are no incidents in the breach of the SLA’s as set up on help desk

POSITION INFO:

MINIMUM REQUIREMENTS

• Matric
• N+
• A+
• MCSE (Microsoft 365) OR
• At least 3 years’ experience as a help desk/IT support technician
• Computer litereate
• Strong written and verbal communication skills
• Manage all calls on helpdesk
• Manage and support desktop technicians
• Communicate with users and provide in-person support
• Troubleshoot and resolve technical issues
• Develop feedback reports on helpdesk to management

Finance:

Control Costs

• Ensure policies and procedures are adhered to

Operational Excellence:

Manage SLA’s

• Investigate breached calls
• Take corrective actions to eliminate calls that falls outside SLA

IT Support / User support

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization''s desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation network software products.
• Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.
• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
• Liaise with third-party support and PC equipment vendors

Systems

• Patch Management
• Manage Redstar Back up System and ensure that all employees have backed up their system

Licenses

Ensure that all products are licensed

Audits

• Perform Desktop Audits on laptops and desktops that is on the network on a yearly basis.

Customer Intimacy:

Implement and manage key relations

• Ensure and maintain ongoing exceptional relationships with the customers

People:

Comply with company code of conduct, policies and procedures

• Adhere to Company code of conduct, policies and procedures

Training

• Provide training to IT technicians where and when required

Other

• Decisions are made and problems are solved when required
• Communicating with people regularly
• Reasonable ancillary duties requested by Management are

carried out as instructed

• Diplomacy, respect, sensitivity and self-control is maintained in all interactions with colleagues in own and other departments

KNOWLEDGE

The job requires a knowledge and understanding of the following:

ICT Infrastructure

ICT Security

ICT Policies and procedures

SKILLS

The employee must be able to demonstrate the following skills:

Strategic planning competencies:

• Demonstrating conceptual ability
• Managing change

Management competencies:

• Planning
• Organising resources
• Controlling utilization of resources and operational activities
• Problem solving skills
• Analytical thinker

People management competencies:

• Communication skills
• Managing performance
• Valuing diversity
• Change management

Communication Competencies:

• Preparing and conducting presentations
• Compiling reports

Self-Management competencies:

• Pursuing learning opportunities and self-development
• Time-Management
• Deadline-orientated

Customer Management competencies

• Building & maintaining relations
• Handling complaints/incidents

ONLY short-listed candidates will be contacted

To apply CLICK THIS LINK and upload your CV --------Please upload your CV here-------->

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