Helpdesk End-User Support Technician - CapeTown, South Africa - Armstrong Appointments

    Armstrong Appointments
    Armstrong Appointments CapeTown, South Africa

    4 weeks ago

    Armstrong Appointments background
    Description

    Terms

    The position is permanent, with a focus on providing excellent technical support as

    part of the internal helpdesk team.

    Position

    In-house, as part of the customer end-user support team.

    Key Responsibilities

    Technical Support:

    Providing remote technical support to end-users, including receiving,

    logging, resolving, and closing support tickets.

    Managing user expectations and ensuring effective communication

    throughout the support process.

    Areas of Support:

    Windows and Mac OS Device support

    Basic network and server support

    Microsoft 365 and other cloud services

    Data management, backup and recovery

    Telecom/PBX systems support

    Mobile device management

    Software installation and troubleshooting

    Documentation:

    Documenting all resolved tickets, actions, and solutions in the helpdesk

    system.

    Creating and updating internal knowledge base articles.

    Processes:

    Following and improving existing IT support processes.

    Collaborating with the IT team to enhance overall service delivery.

    Customer Interaction:

    Providing excellent customer service via phone, email, and chat.

    Escalating complex issues to relevant teams or senior technicians.

    Traveling to customer sites for onsite support requirements.

    Professionalism:

    Maintaining high standards of professionalism and confidentiality.

    Language:

    Proficiency in English, both verbal and written.

    Qualifications and Education

    CompTIA A+

    CompTIA Network+

    CompTIA Sec+

    2-3 years of experience in a helpdesk or similar IT support role

    Preferred Skills

    ITIL Foundation certifications

    Experience with remote support tools

    Familiarity with ticketing systems

    Desirable Qualifications

    MD-102 - Endpoint Administrator

    MS-300 - Deploying MS365 Teamwork

    MS-500 - MS365 Security Admin

    MS-100 - MS365 Identity and Services

    MS-101 - MS365 Mobility and Security

    Microsoft certifications related to desktop and cloud services.

    Experience with cybersecurity practices

    Familiarity with various software and hardware troubleshooting

    A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.