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