Junior Service Desk Technician

SUMMARY:
Signa Opportunity is recruiting unemployed youth for quality workplace experience through the Youth Employment Service (YES) initiative.
About the YES Initiative
The initiative was launched by the President in 2018 and is a partnership with the government and labour department to collectively devise a national plan to build economic pathways for South Africa’s youth by creating workplace opportunities for South African youth over a period of 12 months.

Position: Junior Service Desk Technician

Stipend: R5 400.00

Location: Johannesburg (Randburg)

POSITION INFO:
About the role
First line support on the service desk and to handle all general support.

Duties and responsibilities:

• Handling first line support calls
• Attending weekly help desk meeting
• Escalate to relevant team/senior if beyond ability or responsibility
• Performing scheduled weekly server checks
• Installations of the following: 
  o Microsoft Office 
  o Thunderbird (At selective sites) 
  o Sophos and ESET Anti-Virus and Security software 
  o 3rd party software not covered by outsourced solution 
  o Application upgrades
• Perform maintenance on the following: 
  o Infrastructure 
  o Software  
  o Network
• Liaise with external suppliers or vendors on the following: 
  o Repair of equipment under warranty or maintenance contract 
  o Troubleshooting of software under warranty or maintenance contract.
• Assisting other technicians on service desk/ in the roaming and on-site team – when requested
• Completing monthly time sheets and travel claims dutifully and diligently – Update daily or where possible
• Daily updates on allocated tickets
• Follow daily scheduled calendar – Request and update changes as necessary
• Request quotes with proper information on hardware or software
• Communicating with client on all changes or delays regarding an issue
• Escalating issues outside of scope of work.

• South African Unemployed youth between the ages of 18 and 34.
• Must not have participated on the YES programme before.
• Matric
• Diploma/Degree in IT
• CompTIA A+ - or equivalent knowledge/experience
• CompTIA N+ - or equivalent knowledge/experience
• MCSA – Office 365
• CompTIA Linux+ / LPIC 1
• Sophos technician certificate
• L1 –  Internal Linux qualification

• Assisting clients with support in a timeous manner.
• Logging all calls and work done
• Customer engagement
• Administration duties (correctly and timeously)
• Growth of knowledge and qualifications
• Logging of minimum of 6 hours’ work a day  

• Overtime will be required under the following circumstances. 
  o When requested by clients 
  o Support can’t happen during business hours due to business impact 
  o Issue has arisen that has extended into after hours 
  o Management or Senior staff require assistance with a matter 
  o If meetings are scheduled out of business hours
• Travel will be required to client’s sites/suppliers when requested as per the following reasons 
  o Require cover for SLA due to field technician being off or unable to make it 
  o Require support at an AD-HOC client that can’t be assisted remotely 
  o Require stock from suppliers that field team can’t collect
• Ability to work independently and in a team as required
• Following instruction from assigned team leader and other senior staff

• Working vehicle
• Valid driver’s licence
• Language skills proficient in English
• South African ID or international passport a with work permit