Service Technician - Contract

SUMMARY:
Service Technician

POSITION INFO:

Our Client a global tech firm is seeking a Service Technician to join their team in Cape town on a contract basis.

Job purpose

The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to clients both onsite and remotely.

The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.
Performance Objectives

Details

PO 1: Technical Support

• Provide remote support to Dimension Data Client end users
• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
• Provide VIP support to clients executive members
• Troubleshoot software and hardware related incidents and requests remotely.
• Perform application troubleshooting and support as per incidents and requests
• Work with vendors and internal resources to facilitate resolution of incidents and requests

PO 2: Ticket Management

• Respond to Incidents and Requests assigned via the ITSM Tool
• Ensure Ticket updates are current, and end users informed of progress
• Respond to and Resolve incidents within SLA
• Assess, review and resolve assigned tickets within stipulated SLA
• Escalate tickets where applicable

PO 4: Client Engagement

• Communicate effectively with relevant Stakeholders including team members and Management
• Liaise with end users to effectively reach resolution on incidents and requests
• Keep users informed of priority changes and timing of resolutions
• Follow up with users to confirm that resolutions met requirements before closing the ticket

PO 5: People Engagement

• Provide support both at a soft engagement and technical to the Dimension Data Client End Users
• Act as onsite liaison between Dimension Data and Client if the need arises.

Qualifications, Knowledge and Experience

• Matric
• A+
• MCSE / MCSP (advantageous)
• AppleMac Certification (advantageous)
• Relevant IT diploma (advantageous)
• ITIL Foundation (advantageous)
• Network +
• 3 -5 Years within an IT Desktop Support environment (Level 2 minimum
• Degree or Diploma and required Certification with 3 to 5 years related experience.
• Drivers license

Competencies

• Punctual, Team Player, Attention to detail, Display a high level of service excellence.
• ITIL framework

Special Requirements

• Working according to client stipulated hours