IT Service Desk Technician - Johannesburg - Modern Hardware

    Modern Hardware
    Modern Hardware Johannesburg

    4 days ago

    Default job background
    Description

    IT Service Desk Technician (Helpdesk 1st Line Support)

    Job Purpose

    A key role in providing first-line support to Client Sites using Remote Tools.

    Duties and Responsibilities

    • Validate newly created tickets from all sources using Validation Matrixes.
    • Verify customer details and contact customers if required.
    • Evaluate the impact and priority of incidents and make changes as necessary.
    • Update detailed descriptions and system affected fields.
    • Create tickets for incidents sourced from monitoring systems or sites/systems with outages or performance degradation.
    • Validate non-pinging sites with assigned technicians and contact clients to confirm site status.
    • Respond to clients reporting incidents and requests via phone, create new tickets, and inform clients of ticket creation and assignment.
    • Provide ticket status updates to clients and notify the Service Delivery Team Leader of high-impact/site outage tickets.
    • Conduct first-line checks on new tickets and resolve with remote tools where possible.
    • Update ticket results and reevaluate impact/priority as necessary.
    • Assign onsite response tickets to Field/Site Engineers and inform them via IM tools.
    • Install systems using remote tools and perform scheduled system checks:
      • Infrastructure
      • Servers
      • Networks
      • PAAS and SAAS Systems
      • Security Checks
    • Liaise with external suppliers/vendors for equipment repair under warranty or maintenance contract and software troubleshooting.
    • Assist dedicated and field technicians as needed and update check-in/check-out systems daily.
    • Update site documentation with changes and perform in-office repairs and upgrades of carry-in devices:
      • Cost repair, communicate costs, and update ticket upon completion.
      • Return equipment to requester upon cost rejection and update ticket.
      • Order spares/obtain from internal stores, conduct repair/upgrade, test, and communicate costs to admin for billing.
      • Release repaired device to requestor upon admin approval and escalate to Team Leader – Service Delivery when required.

      Requirements:

      • Strong understanding of Office 365 administration.
      • Familiarity with network printers.
      • Minimum 2 years' experience as a Helpdesk Technician supporting 1st line tickets.
      • Experience with domains (joining workgroups, resetting passwords, enabling/disabling accounts).
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