IT Support Technician

 

Recruiter:

Lionheart Marketing

Job Ref:

ITSD2057

Date posted:

Sunday, June 12, 2022

Location:

Johannesburg, South Africa

Salary:

competitive salary, Bonuses


SUMMARY:
IT Support Technician

JOB DESCRIPTION:

Duties & Responsibilities

  • The handling of the tickets assigned to you by your team lead and Level 1 - Helpdesk agent
  • Initial problem diagnosis of the case as well as next-steps
  • Identify and discuss root cause of user technical issues
  • Correctly follow the processes and procedures set out for your team
  • Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues
  • Respond to assigned tickets/tasks in accordance with Service Level Agreement guidelines
  • Update technical support documentation when required

 

You will be expected to:

  • Have the ability to troubleshoot network, software and operating system issues in a distributed software environment
  • Have experience in customer facing Technical Support
  • Drive cases to resolution, while maintaining excellent communication with the customer
  • Ensure that regular, accurate case notes are added to tickets
  • Utilize ticket management systems such as ConnectWise
  • Escalate relevant cases through the correct escalation paths
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Follow all company policies and best practices such as accurate time tracking

 

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



 

 

 

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