Support Technician

 

Recruiter:

Talented Recruitment

Job Ref:

DBN001951/TK

Date posted:

Friday, June 24, 2022

Location:

Johannesburg, South Africa


SUMMARY:
A leading digital concern requires a Support Technician to join their team. Based in JHB.

JOB DESCRIPTION:

Requirements:
  • Matric.
  • 3 years’ Service Desk/Help Desk/Call Centre experience/Manage Engine administration/networking.
  • Customer focused, good communicator, technically proficient, previous call centre/help desk experience essential.
Duties and responsibilities: 
  • Manage inbound technical calls.
  • Attend to all incoming technical calls on the technical helpdesk with agreed service standards.
  • Remotely investigate/troubleshoot system and network problems and diagnosing and solving hardware or software faults clients might have.
  • Talking clients/field technicians through a series of actions telephonically, to help set up systems or resolve issues.
  • Accurately capture and updating all interactions in as much detail on applicable systems for future use and also for trend analysis use.
  • Escalate priority issues and logging unresolved queries correctly to the appropriate resource for attention.
  • Identify persistent and potential problems and suggest solutions.
  • Offer alternative solutions where appropriate, keeping in mind the objective of resolving client issues.
  • Work collaboratively with other members of the technical helpdesk, scheduling, project management, regional managers, and infrastructure architects to develop and deliver long-term solutions to meet user needs.
  • Establishing a good working relationship with customers and other service providers to ensure clients issue gets resolved.
  • Increase 1st level or remote fixes at all times.
Managing outbound calls:
  • Making outbound calls to priority 1 clients with offline venues/devices identified by the network offline list.
  • Making outbound calls to specific clients as requested by network directors, regional managers, and other senior management staff.
  • Provide high service and quality standards to calls made outbound that applies to inbound calls.
  • Provide feedback to relevant parties on conclusion of outbound calls to networks.
Network management:
  • Manage, monitor, and maintain assigned network venues.
  • Establish contact with venues needing technical assistance that forms part of your assigned networks.
  • Provide prompt initial communication and responses to all assigned networks and promptly address requests/incidents to ensure customer expectations are reached.
  • Provide customer with regular communication regarding status of requests/installations including notification when repairs are complete, as well as customer validation that the repair is satisfactorily completed.
  • Follow up with customers to ensure satisfaction was achieved.
  • Ensure all networks checks are done timeously to ensure no unnecessary downtime is experienced by the client.
  • Partner with other IT service providers the client might have to ensure resolution is reached.
Manage Engine System administrator:
  • Manage, monitor, and maintain Manage Engine reporting system.
  • Setting up new users' accounts and profiles and dealing with password issues.
  • Provide relevant system reports on request.
  • Support documentation to assist staff with system usage and requests for information and to provide staff training if required.
  • Testing and evaluating new requirements for the system.
  • Advise and assists the Head or Services, Media Services manager, and Network Director in the day-to-day operation of the system as well as, participating in the planning, growth, and development for the system.
  • Communicate with system service provider to ensure system use is optimal and to learn new ways to customize system to address internal company needs.
Should you not receive a response within the next 2 weeks, please consider your application unsuccessful. Vacancies are advertised on our website, you wish to keep abreast with our active roles.
 
IMPORTANT NOTICE
By applying to this advert you hereby acknowledge that you have read and accept the following Protection of Personal Information ACT (POPIA) disclaimer:
I hereby consent for Talented Recruitment to process my personal information as part of the recruitment process. Talented Recruitment shall take all reasonable measures to protect the personal information of applicants and for the purpose of this disclaimer “personal information” shall be defined as detailed in the Protection of Personal Information Act, Act 4 of 2013 (“POPIA”).

 

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