Temp X2 Support Technician - Hillbrow, South Africa - Tych Business Solutions

Tych Business Solutions
Tych Business Solutions
Verified Company
Hillbrow, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

Main purpose of job

Required minimum education and training

  • CompTIA A+ and N+
  • Microsoft MCSA
  • Proficient knowledge in Microsoft Windows OS

Required minimum work experience

  • Minimum of 3 years technical experience with Microsoft Products.
  • A minimum of 2 years troubleshooting experience.
  • Apple Mac experience.

Desirable additional education, work experience and personal abilities

  • Experience and relevant training in installing, maintaining, technical troubleshooting and repairing laptops (including Apple Macs) and desktops.
  • Excellent knowledge of inhouse systems, printing, networking, phones, mobile devices and desktop productivity tools.
  • Problem solving abilities.
  • A solid knowledge of Windows system support and troubleshooting procedures.
  • A solid knowledge of operating system, hardware and software.
  • Apple Mac knowledge.
  • Able to communicate complex situations quickly and clearly to people with a variety of technical skills.
  • The ability to work independently and as part of a team.
  • Understanding Active Directory and LDAP user administration.
  • Ability to effectively listen to customers and respond to their requests.

Demands of the job

  • Ability to participate in an oncall, after hours support schedule and work independently to resolve and document support issues.
  • Daily ticket management and prioritizing of incoming support issues.
  • Weekend work may be required linked to IT projects.

KEY PERFORMANCE AREA

IT and technical support

Input (Equipment / Methods Used):

  • Initiate, update, track and close incident/support requests according to SLA.
  • Ensure effective communication on incidents and resolve incidents within acceptable timeframe.
  • To set up and manage user accounts and permissions to consent access to a network, Which includes basic Active Directory user administration.
  • Maintain and resolve issues on LAN/WAN, Hardware, VoIP telephone Systems, biometric/Access Control Systems And AV(Audio & Visual) systems connections.
  • Setting up the Organization's computer system to meet specific business goals and support for all Wits RHI sites
  • Setup, Support and work with equipment such as tablets, external storage devices, computer diagnostic tools, printers, VPN, etc.
  • Assist in technical upgrading and maintaining of computing systems both Software and Hardware Related
  • Handle IT equipment moves.
  • Back up all information prior to any modifications and ensure accurate and extensive documentation for all changes made as per organisation policies.
  • Identify when to escalate issues to next level for resolution.
  • Handle phone inquiries, assess, diagnose problem or issue, and effectively communicate issue and resolution to users.
  • Coordinate with vendors to resolve technical problems with computing equipment and software.
  • Work with other team members when necessary to correct or improve desktop and/or laptop performance.
  • Work with the team to ensure that all procedures and processes are clear and defined
  • Oncall duties after hours and weekend per oncall rotation schedule.

Output:

  • Client queries resolved withing ** hours
  • IT equipment set up for new users within ** of days of start date.
  • Effective and timeous escalation of IT issues to Line Manager.
  • Daily reports reflecting backups
  • New user Profiles created on the active directory.

Administration and Reporting

Input (Equipment / Methods Used):

  • Provide documentation of findings and resolutions.
  • Microsoft ATP Reporting to be completed on a daily basis
  • Update active directory is updated with new users, transfers and terminations on a monthly basis.

Output:

  • Update and close helpdesk tickets.
  • Staff movements updated on active directory.
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