IT Support Engineer – Cape Town
Support Engineer – East Rand
Role:
Providing first level desktop support. Includes telephonic, remote and onsite support (where required) for all hardware, software and application platforms.
Qualifications & Experience
A+
N+
Microsoft Certified Desktop Support Technician Qualification
ITIL Foundation training
Minimum 2 years in a Service Desk environment , and minimum 3 years experience in a first line support or desktop support environment.
and 3 years’ experience and knowledge in Information Technology
Competencies:
Has strong organizational, time management and communication skills
Outstanding communication and interpersonal abilities
Ability to prioritize, multi-task, and easily adapt to change
Strong problem solving and organization skills
Must meet deadlines, accomplish tasks as agreed upon time structure
Ability to effectively manage sensitive and confidential information in a professional manner
Proficient in Microsoft desktop operating systems and applications
Customer Service Oriented
Process driven and attention to detail, a must
Good analytical and problem solving skills
Ability to adhere to procedures
Valid drivers license and own transport
Ability to prioritise conflicting tasks, manage customer expectations and to pro-actively and timeously escalate to management when potential issues are anticipated
Key Responsibilities:
• Provide 1st level support, Including Systems and Applications for all End Users
• Adhere to Access Request Governance and SOPs
• Adhere to IT Procurement Management, and understand role and responsibilities
• Administration: timeous and regular updating tickets, updating purchase order information
• Asset Management: Ensure that all assets are documented and updated on the asset management system
• Provide Prompt and accurate feedback to customers. Pro-active customer feedback is essential, therefore strong interpersonal and communication skills are required
• Travel Between sites to resolve hardware incidents, and as required due to operational needs(Travel claims to be agreed with SwitchedONIT)
• Provide remote 1st level support for all End Users
• Documentation: Create knowledge articles and other IT Support articles
• Administration: timeous and regular updating tickets, updating purchase order information, and asset registers
• Understanding of LAN and WAN with basic troubleshooting
• Hardware troubleshooting and diagnostics when required
• System support of all end users
• Manage follow-up and set-up of processes and procedures.
• Timeous escalation when unable to resolve problems/issues timeously
• Ensure all logs for equipment and users are maintained
* Provide Prompt and accurate feedback to customers. Pro-active customer feedback is essential, therefore strong interpersonal and communication skills are required
* Achieve results as per agreed Balanced Score Card
* Proactive problem solving and prevention
* Support Handheld scanners and configuration when required
* Travel between sites to resolve hardware incidents when required due to operational needs(Travel can be claimed back based on AA rates or as agreed)
* After Hours emergency call-outs in region if required
Remuneration Package:
Market Related Salary
Depending on Experience/Qualifications and work history.
Email Recent CV
(Include relevant Qualifications)