IT Helpdesk Technician - Randburg, South Africa - Employment Concepts

Employment Concepts

Verified Company

Randburg, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Duties & Responsibilities:

Management of ITSM ticketing system aligned with IT IL framework, Reporting, and time management.
Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 36
Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
Troubleshoot and repair hardwarerelated faults.
Handle escalations related to IT infrastructure issues, ihcluding coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
Installation and maintenance of network and standalone printers.
Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
Troubleshooting of VPN connections using Fortinet solutions.
Provide basic enduser training.
Adhere to clearly defined Escalation Matrices and ITSM RACI.
Physical effort may be required.
Administration
Management of customer escalations to provide service excellence.
Drafting relevant SOPs that will improve business operations and increase team efficiency.
Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution as aligned to the Service Level Agreements (SLA).
Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
Log all time correctly and accurately in the ticketing system.
Assign tickets correctly according to priority and technician skill sets.
Audit old tickets (On hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
Reporting on daily tasks completed and stumbling blocks.

Customer Centricity:

Feedback to customers on the status of all unresolved queries.
Ensure the protection of all user's data in compliance with company policies.
May be required to visit various Customer sites for physical equipment troubleshooting.

Team Work:

Constructively participate as a member of the wider IT Department.
Undertake any other tasks or onceoff projects which may be assigned from time to time.
Provides individual and/or group instruction and training to Level I s, and/or Graduates on new or updated technologies.
May lead lower graded Team members i.e. Level I s, and/or Graduates in performing the same or similar type of work.
May participate on technology projects with large scope and broad organisational impact.
Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.

Key skills/attributes/ position specific competencies:

The following indicates what would typically be expected for this role at a competent level:

After-hours availability for critical support when required,
Knowledge of computer hardware and peripherals and basic networking (LAN, VPN), e Excellent written and verbal communication skills — especially writing professional reports.
Strong telephonic and written etiquette.
Information technology system support skills.
Excellent Microsoft Office skills.
Knowledge of network troubleshooting skills.
Professional and punctual approach.
Commitment to customer service and exceptional attention to details.
High level of integrity and confidentiality.
Able to work under pressure.
Highly selfmotivated.
Systems troubleshooting.

Living the Spirit:

We have outlined how you will bring our core company values to life in your role below:

Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team. Take the initiative to make improvements.
Encouraging a supportive and inclusive environment where every team member's contribution is valued. It's always important to remember that success is a collective achievement, and we celebrate it as a team.
Support Junior IT Helpdesk Technicians/lnterns and share your knowledge to help them upskill and develop in their role and career.
Lead by example, encouraging authenticity and openness among the team.
Uphold high moral and ethical standards in all your actions and decisions.
Take ownership of complex issues, driving them to resolution and ensuring accountability for your work.
Embrace each day as an opportunity to learn and grow in the everevolving field of IT. Every day brings a new adventure in troubleshooting and finding soluti