IT Technical Support Consultant

Location: Johannesburg, South Africa
Salary: Market related
Recruiter: HR Genie
Job Ref: 11337
Summary: The candidate will have solid in-depth knowledge of IT technical support. They should be able to tak

 

 

Job Description

IT Technical Support Consultant

The candidate will have solid in-depth knowledge of IT technical support. They should be able to take ownership of customer issues reported and see problems through to resolution. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. The candidate should strive to be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

The Role Requirements:

Qualifications

  • A+ Certification would be advantageous
  • N+ Certification would be advantageous
  • MCSE would be advantageous
  • MCSITP would be advantageous

Skills and Expertise

  • 4 - 6 years experience in related field \ position
  • Outstanding organizational, time management, communication, and listening skills required
  • Exhibit strong interpersonal, customer service, decision-making, and analytical abilities
  • Ability to function effectively in collaborative, team-oriented environments
  • Ability to travel, as needed
  • Technical support
    • Remote
    • Onsite (own vehicle required)
  • Solid familiarity of Microsoft Server 2008 – 2019 including:
    • Active Directory
    • Group Policy Object implementation
    • Understanding of Microsoft Licensing (SPLA + General)
  • Network Administration
    • General Network Troubleshooting
    • Advanced understanding and ability to setup routing and remoting
    • Manage switch configuration
  • Firewall Administration (Preferably Fortinet)
  • Hardware Support
    • Good understanding of hardware components
    • Upgrading of hardware
  • Hosted Services
    • Domain Hosting (Transfer / Record Implementation)
    • VPS / VDS Hosting (HyperV Administration and Maintenance)
  • Office 365 and Google GSuite
    • 365 Licensing (Management)
    • 365 Tenant Transfers
    • 365 General Administration
  • Understanding of mail filtering services like Mimecast or Synaq (not prerequisite but an advantage)
  • Web design & development (not prerequisite but an advantage)

Attributes

  • Be passionate about all things IT and customer service
  • Exhibit a high level of energy, urgency, engagement, and 100% accountability
  • Have an innate curiosity, combined with a thirst for knowledge & a creative mind, that will allow you to provide solutions to customer challenges
  • Have good people skills and the ability to generate additional revenue opportunities
  • Demonstrate ability to meet deadlines while handling multiple tasks successfully.
  • Outstanding organizational, time management, communication, and listening skills required
  • Exhibit strong interpersonal, customer service and decision-making abilities
  • Ability to function effectively in team-oriented environments and be self-driven
  • Ability to travel, as needed

The Role Responsibilities:

  • Provide prompt, exceptional customer service and support
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals

Benefits and Perks:

  • Negotiable competitive salary
  • Annual performance-based bonus

 

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