IT Desktop Support Technician - Rustenburg, South Africa - Afritop SA

Afritop SA

Verified Company

Rustenburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Responsibilities

Effectively troubleshoot and manage production incidents.
Communicate accurate impacts of production incidents
Recommend solutions to production problems.
System level documentation
Support desktop operating systems, hardware and software OS (all versions )
Efficiently troubleshoot and resolve complex problems in a highly technical environment.
Participates in technical training programs and selfdirected learning.
Providing Tier II support to clients related to issues with assigned business unit products and services.
Respond to escalated tickets from Tier I support staff to issues that impact clients business operations.
Perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility.
Appropriately handling all customer issues including troubleshooting and providing feedback to the customer
Supports customers per the details contained in the customer maintenance and support contractsSLA.
Maintains a high level of customer satisfaction through professionalism.
Ensure compliance with SLAs and OLAs
Establish and maintain procedures to ensure timely and accurate resolutions of customer issues working with inhouse development teams
Analyze and build recommendations to optimize the customer's integration with our external and Internal services and solutions.
Prepare accurate, clear, and timely reports.
Prioritize work and set expectations for all incidents and requests.
Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approach.
Document all support incidents for data reporting purposes.
Provide day to day desktop support;
Provide prompt and accurate feedback to customers.