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- Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services.
- Assist employees using network remote access.
- Train peers, Technical Support Representatives and end users as assigned.
- Respond to incident and service request escalations to successfully maintain production schedules and service levels.
- Implement solutions; effectively use TSR support end-user management tools.
- Perform assigned software and device maintenance and upgrades, documenting any changes made.
- Execute assignments by following established procedures and applying appropriate levels of drive and creativity.
- Follow procedures and guidelines at all times.
- Assist others in analysing and evaluating system malfunctions and take appropriate action as directed.
- Decommission assets as outlined by policy; coordinate and execute the surplus of hardware assets.
- Implement changes and participate in project rollouts and events.
- Perform audit tasks as directed by management.
- Comply with applicable industry regulatory requirements.
- Participate in technical ticket reviews.
- Respond to duty phone calls (24/7); travel will be required.
- Participate in project management and event support.
- Must be an endowed member of the Church of Jesus Christ of Latter-day Saints with a current Temple Recommend.
- Bachelor's Degree in a related field or equivalent certificating (must be NQF7)
- Significant knowledge of a variety of operating systems, hardware platforms, technical disciplines, virtualisation, end-user applications, wired and wireless network connectivity and/or video conferencing platforms.
- Advanced asset management practices.
- Network technologies pertaining to system connectivity and troubleshooting.
- Effective communication and customer service skills.
- Advanced understanding of IT business functions.
- Proven ability to be proactive, detail-oriented, dependable and appropriately prioritise tasks.
- Proven ability to work independently while contributing to the strategic needs of the team.
- Understand business problems and articulate potential technical solutions.
- Ability to lift 25kg, reach cross and work under desks.
- Driver's license is required.
Technical Support Representative 3 - Johannesburg, South Africa - The Church of Jesus Christ of Latter-day Saints
Description
The Information and Communication Services Department helps the Church accomplish its religious mission by providing standard support services for approved technologies and customers which enable the Church to hasten the Work. This position provides advanced-level user support in operating systems, networking, maintaining and troubleshooting hardware, and software assigned to employees to help them accomplish their work. It also provides guidance and training to peers, lower-level TSRs and end users.