21/05/2024
HELP DESK TECHNICIAN
Western Cape, CPT - Pinelands
Thrive in a fast-paced environment providing exceptional Level 2 support to multiple clients! We're looking for a skilled technician to join our team at a leading Managed Service Provider (MSP). In this role, you'll be the hero behind the scenes, proactively tackling client requests and tickets with your technical and process expertise. Your primary goal? Resolving issues efficiently without compromising on our Service Level Agreements (SLAs) and keeping our clients thrilled.
But that's not all! You'll also have the opportunity to contribute to the design and deployment of innovative solutions within client environments. You'll be a key player in ensuring seamless operation and fostering high client satisfaction across all your assignments.
REQUIRED LEARNING
• Grade 12
• Computer Literate
• A+ and N+ or equivalent job experience advantageous.
• General understanding of network infrastructure and firewalls
advantageous.
• General knowledge of desktop hardware and software
• Proven experience of solving complex problems.
• Knowledge of relevant Technology, Products and Service.
• Relevant knowledge in ticketing tools.
• Own vehicle and valid SA driver’s license
• Occasional field work might be required
• Relevant qualification in IT or a demonstrated equivalent work
• Managed service provider experience (Advantageous)
• 2 -3 years’ experience in:
o Azure
o MS Office 365
o MS Teams
o Sharepoint (Advantageous)
Key Job Outputs:
Client Management & Support:
•Build & maintain trust with clients through open communication.
•Provide Level 2 technical support, acting as an escalation point for Level 1 agents.
•Manage and resolve incidents, including hardware and software troubleshooting, installation, and maintenance.
•Proactively identify and address potential problems before they impact clients.
•Collaborate with clients to gather information and ensure timely resolution.
•Update tickets with detailed progress and resolution information.
•Monitor client infrastructure and solutions.
Technical Expertise:
•Utilize technical knowledge and standard tools to diagnose, troubleshoot, and resolve tickets within agreed SLAs.
•Perform preventative maintenance activities as directed.
•Ensure accurate completion of job cards and adherence to all relevant SLAs (internal & external).
•Work independently, applying knowledge to solve complex issues.
Knowledge Sharing & Collaboration:
•Contribute to the knowledge base by analyzing incidents and requests to create reference guides for Level 1 agents.
•Share knowledge effectively, collaborating with team members to complete tasks.
•Liaise with internal and external stakeholders (vendors, colleagues) to expedite resolutions.
Additional Responsibilities:
•Manage service calls and perform incident-specific activities as outlined by call planners.
•Set up workstations, configure software/hardware, and upgrade client desktops.
•Execute approved maintenance activities (patching, upgrades, configuration changes).
•Prepare shift-end reports (verbal or written) detailing outstanding issues, escalations, and concerns.
•Work independently and potentially participate in standby shifts.
Core Competencies:
Client Focus:
•Strong client service orientation with a passion for exceeding expectations.
•Builds trust and rapport through clear communication and a positive attitude.
Technical Expertise:
•Excellent analytical and problem-solving skills to diagnose and resolve complex issues.
•Demonstrated ability to work independently and manage work processes effectively.
Communication & Collaboration:
•Excellent written and verbal communication skills to collaborate effectively with clients and colleagues.
•Active listener who fosters a team environment and knowledge sharing.
Professionalism & Reliability:
•Highly ethical and reliable, producing high-quality work consistently.
•Excellent organizational skills with the ability to manage deadlines and constraints.
•Ability to work independently and demonstrate self-discipline.
Additional Skills:
•Adaptable and able to multi-task in a fast-paced environment.
•Ability to perform under pressure while maintaining a positive attitude.
APPLICATIONS/ENQUIRIES
Email your CV and motivational letter to: [email protected]
POPIA Disclaimer
By sending your CV to the above-mentioned e-mail address you agree to:
•The processing of your personal information and sharing it with third parties for verifications.
•The exercising of your rights provided for by POPIA.
•To acknowledge that IT Naledi Solutions (Pty) Ltd will keep the record of your personal information confidential.
