Junior Helpdesk Technician

SUMMARY:
Job Specific Requirements
 
Qualifications: 

• T Diploma or/ IT Certifications

• Experience in a technical support role dealing with customer issues and resolving matters telephonically. As well as experience with device preparation.

• Technical knowledge related to PC, content, networking, and general software.

• Professional telephone skills, PC literacy, Multi-lingual and verbal competency in multiple South African National Languages, Problem Solving ability

• Remote Technical Support
• Content Support
• Above 95% of support tickets (incidents) resolved within SLA
• Above 98% of request tickets (content, preparations) resolved before deadline
• 100% adherence and application of quality standards
• Technical knowledge up to date on all products offerings and functionality

• First-line support on incoming tickets and inbound calls
• Remote troubleshooting/fault finding and support to customers
• Resolving issues through remote connection, telephone support or e-mail and escalating serious issues to the relevant project engineer or field technician
• Coordinating field technician and contractor callouts to resolve issues
• Ensuring proper closure of callouts through sign-off, job cards and invoicing in collaboration with the companies central services
• Assist with device preparation and configuration for jobs, SLA replacements and projects
• Helpdesk system administration (log, resolve, escalate and manage tickets on the helpdesk system)
• Resolving and managing technical client issues.
• Resolving content management requests (uploads, deletions, changes, and QA).
• Testing & evaluation of new features of software.
• Basic development for customer specific solutions & integration.
• Support installation team during installation.
• Documentation and client listings update as required, for example branch contact details, contacts etc.
• Prepare monthly quotations to service any offline units for remote and SLA clients.
• Professional and efficient client service and assistance.
• Need to be flexible to work onsite of clients if needed.

• Valid South African ID

POSITION INFO:
Job Specific Requirements
 
Qualifications: 

• T Diploma or/ IT Certifications

• Experience in a technical support role dealing with customer issues and resolving matters telephonically. As well as experience with device preparation.

• Technical knowledge related to PC, content, networking, and general software.

• Professional telephone skills, PC literacy, Multi-lingual and verbal competency in multiple South African National Languages, Problem Solving ability

• Remote Technical Support
• Content Support
• Above 95% of support tickets (incidents) resolved within SLA
• Above 98% of request tickets (content, preparations) resolved before deadline
• 100% adherence and application of quality standards
• Technical knowledge up to date on all products offerings and functionality

• First-line support on incoming tickets and inbound calls
• Remote troubleshooting/fault finding and support to customers
• Resolving issues through remote connection, telephone support or e-mail and escalating serious issues to the relevant project engineer or field technician
• Coordinating field technician and contractor callouts to resolve issues
• Ensuring proper closure of callouts through sign-off, job cards and invoicing in collaboration with the companies central services
• Assist with device preparation and configuration for jobs, SLA replacements and projects
• Helpdesk system administration (log, resolve, escalate and manage tickets on the helpdesk system)
• Resolving and managing technical client issues.
• Resolving content management requests (uploads, deletions, changes, and QA).
• Testing & evaluation of new features of software.
• Basic development for customer specific solutions & integration.
• Support installation team during installation.
• Documentation and client listings update as required, for example branch contact details, contacts etc.
• Prepare monthly quotations to service any offline units for remote and SLA clients.
• Professional and efficient client service and assistance.
• Need to be flexible to work onsite of clients if needed.

• Valid South African ID

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