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    Tier 2 Technician - Gqeberha, South Africa - IOCO

    IOCO
    IOCO Gqeberha, South Africa

    1 day ago

    iOCO background
    Description

    The Onsite Support Technician is responsible for providing business users with quick and efficient root cause fixes or work-around to ensure continuity and prevent any loss of productivity. The Onsite Support Technician acts as an ambassador and is responsible for representing the company in an ethical and professional manner.

    The successful incumbent will be liaising with Managers, Project Managers, ICT Security and Governance Officer, Server Administrators, Network Administrators, Support Analysts, System Analysts, ICT Service Desk.

    Your expertise:

    • Certificate or Diploma in ITIL
    • Microsoft Certified Systems Engineer, Certification or Microsoft Certified Professional Certification - ITIL Foundation, Cisco CCNA
    • Microsoft Office competence (including Word, PowerPoint, Excel Outlook)
    • Microsoft Office competence (including Projects Visio)
    • Microsoft Windows desktop Support
    • Microsoft Active Directory
    • Desktop Support (Minimum 1year+ experience)
    • Working within a Domain supporting Windows based thin and fat clients

    Qualification required:

    • National Senior Certificate/Matric/ a Full N3 Qualification including Maths

    Responsibilities:

    Key performance Areas

    • Resolve Incidents by means of task completion and resolution within defined SLA
    • Fulfilment Service Requests by means of task completion within SLA
    • Identifying recurring issues and feed into Problem Management
    • End to End communication with business users on any outstanding issues
    • Complete daily, weekly and monthly task list and email to Service Delivery Manager on time

    General and Other Duties:

    • Ensure that email and communications policies are adhered to
    • Assist with ICT system software and hardware installations and upgrades
    • Assist with ICT related projects and project co-ordination
    • Proactively monitor Hardware and respond to related alerts
    • Proactively monitor Infrastructure and respond to related alerts
    • Accountable for:
      • Acknowledging failures and incidents logged to you are resolved within SLA.
      • Ensure all calls logged via email are accepted and addressed with the end user within agreed upon SLA.
      • Follow up on escalated tasks with non-client facing support to ensure SLA compliance.
      • Escalate and address any tasks that are in breach SLA.
      • Ensure end-user feedback to keep the user updated on the progress of any incidents and request logged.
      • Co-ordinating and assisting with all Onsite operations. e.g., Network point installations, Wireless AP installations, Desktop systems upgrades, etc.
    • Deadlines:
      • Daily, Weekly and Monthly Operations Tasks list completions on time.
    • Prior Experience: 2 years minimum
    • On the Job Training: 3 months
    • Safety Training: Safety Induction

    Other information:

    • Work model - Onsite
    • Contract months
    • Location - PE
    • Standby
    • Own transport