Customer Support Agent - Johannesburg, South Africa - Performer Recruitment

Performer Recruitment

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Our client who is a MSP based in Rivonia is looking for a Customer Support Agent, to provide first tier technical support to their users for hardware, software, and IT related issues and perform Service Desk duties as needed.

The Company is a technology driven company and make use of technology to better aid and support their clients. We're are looking for motivated and dynamic young individuals who want to further their career in the IT industry

Duties & Responsibilities

Resolve customer issues in a positive, professional, efficient manner and in compliance with the Customer Service Level Agreement (SLA).
Taking ownership of customer issues reported and seeing problems through to resolution
Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance.
Provide information, technical assistance and education to users as warranted.
Maintain, analyse, troubleshoot, and repair computer systems software.
Promote and adhere to departmental and organizational information security policies, standards, and procedures.
Properly escalate unresolved issues to appropriate internal/ external teams
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged on the call logging system
You will be required to go to the client's site from time to time
You will be required to perform a standby function at most once a month for a week
Perform other related duties incidental to the work described herein.
Exchange troubleshooting, knowledge of Exchange 2010 is essential

Desired Experience & Qualification
Desired Skills

Good oral and written communication skills
Leadership qualities
Work well under pressure.
Strong documentation and admin skills.
Ability to effectively prioritize and execute tasks in a highpressure environment.
Solid technical background with hands on experience in the support environment
Teamwork skills: Diversity sensitivity
Must have knowledge of commonly used concepts, practices, and procedures within the information technology field, and be willing to continue education for professional growth.
Customer service skills
Time management skills
Keen attention to detail
Tenacity
Familiarity with call tracking software.
Professional discretion and confidentiality

Requirements:

Matric/ Grade 12 qualification
23 years minimum experience in the IT field
Windows 7 >, A+, N+, MO36
Juniper & NSE 4 advantageous
Completed or on the way to complete a valid MCSE or MCITP certification
Basic server support will be advantageous: Good knowledge of Windows Server basic support, (File and Print, DNS, DHCP, Shares, Permissions)
Switching and Wireless knowledge
Excellent MS Office knowledge
Welldeveloped organizational and time management skills
Clear criminal and credit record