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Requirements
- Grade 12, NQF Level 4, with 2 to 3 years in similar support role
- Relevant IT diploma or degree will be advantageous
- A+ and N+ certification
- Basic network fault finding
- MCDST or equivalent work experience
- Superior computer skills on MS Packages
- Active Directory and 365 knowledge (User account maintenance)
- Hardware and Software trouble shooting skills
- Knowledge of network topology and ability to provide support
- Excellent communication skills (Verbal and written)
- Strong administration skills
- Conversant knowledge of IT terminology
- In-depth knowledge of helpdesk call logging process and resolution reporting
- Apple product knowledge would be advantageous
Key Performance AreaTechnical end user support
- Application and device troubleshooting and support identify root cause, resolve or route call with sufficient information to relevant team in order to provide repair solution efficiently
- Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
- Use approved remote management tools to remotely support end user devices.
- Ability to do root cause analysis and troubleshooting across systems to resolve incidents
- Available for remote support after hours and additional afterwork on an ad-hoc basis as required by business.
- Assist with the connection of end user devices to Audio Visual support equipment
- Build a working knowledge of Microsoft products
- Support security policies and standards.
Administrative - Routing calls to correct support team in accordance to technical requirements
- Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
- Follow escalation matrix and keep customer informed.
- Enabling management with communication about incidents/requests
- Ensure assets under IT cost centers are tracked and maintained responsibly
- Develop, document, and maintain Knowledge Based Articles related to end user support
Customer Focus - Ownership of Incidents and Service Requests, until resolution with continuous feedback.
- Build Relationship with users to understand potential improvement opportunities for support.
- Identify and understand business challenges of the end user and the impact thereof on support requirements
- Ability to engage and liaise with all personnel including executive level personnel.
*ICT jobs in south africa
*IT End User Support Technician – Johannesburg South in Johannesburg
IT End User Support Technician - Gauteng, Johannesburg, South Africa - Cashbuild
Description
Cashbuild's job vacancy, Career and Recruitment
Job title : IT End User Support Technician – Johannesburg South jobs in Gauteng
Job Location : Gauteng, Johannesburg
Deadline : May 12, 2024
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