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    • Support Engineer CPT - Cape Town - University of Fort Hare

    University of Fort Hare
    University of Fort Hare Cape Town

    3 weeks ago

    Default job background
    Technology / Internet
    Description

    Job Title: Support Engineer

    Managed Talent Solutions, a division of Datacentrix, is seeking a highly skilled Support Engineer for a 6-month contract position with our client based in Cape Town CBD.

    This role is ideal for intermediate-level candidates with experience in desktop support and service desk operations who are passionate about delivering excellent customer service and resolving complex technical issues.

    Key Qualifications:

    • Matric required
    • Bachelor's degree or Diploma in Information Technology, or a related field (preferred)
    • Minimum 2 years of experience in IT support, helpdesk, or a related role
    • Hands-on experience with hardware and software troubleshooting

    Responsibilities:

    1. Provide first-line technical assistance to customers via Chat, phone, or email
    2. Resolve complex technical faults that involve both hardware and software components, or provide correct diagnosis and escalate to Level 3 service providers when necessary
    3. Respond promptly to critical and major incidents as escalated, adhering to established procedures
    4. Utilize various diagnostic techniques to troubleshoot and resolve technical hardware and/or software issues (remotely or physically onsite)
    5. Ensure quick resolution and provide exceptional customer service at all times
    6. Redirect unresolved issues to the next level of support personnel when necessary
    7. Provide accurate information on IT products or services
    8. Maintain detailed records of problems and their resolutions
    9. Follow up with customers to ensure satisfaction
    10. Offer feedback on processes and recommend areas for improvement
    11. Keep technical documentation and service catalogue up-to-date, including installation of software, configuration of hardware, and problem troubleshooting
    12. Suggest improvements to procedures as needed
    13. Run diagnostic tests to resolve problems efficiently
    14. Log respective issues with vendors for support - Repair or replace equipment as necessary
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