End User Support Technician Jhb - City of Johannesburg, Gauteng, South Africa - Zeal HR

Zeal HR
Zeal HR
Verified Company
City of Johannesburg, Gauteng, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

Our client, a well established IT Managed Service Provider is looking for an experienced End User Support Technician in Johannesburg to join their dynamic team.


Key requirements**:


  • Matric.
  • MCSE/MCSA or equivalent
  • Minimum 3 years' experience in IT Customer Service environment
  • Minimum 3 years' Infrastructure experience in an IT services company

Technologies:

  • Intermediate DC facilities.
  • Intermediate Networking experience.
  • Intermediate Microsoft Server infrastructure experience.
  • Intermediate Exchange and Office 365 experience.
  • Intermediate experience with Server Backup technologies.
  • Intermediate experience working with Infrastructure management tools.
  • Intermediate user administration.

DESIRED REQUIREMENTS

  • You will be required to travel to clients. Own vehicle and a valid driver's license are required.
  • May be required to work after hours at times.
  • Ability to be available for weekly standby according to a roster.

Key Responsibilities

  • Delivers quality work with few comebacks, good ticket admin and adherence to process. Closes tickets with enough focus on solution and root cause.
  • Client centricity: Meets ticket survey ratio levels

Target:
5% of tickets closed receive survey responses where the average survey rating is greater than 90%.

  • Consistently meet MTTR targets
  • Less than 3 hours to respond.
  • Time logged: meets productivity expectations consistently of 6.5 hours logged per workday.
  • Address user tickets regarding hardware, software, and networking.
  • Ask targeted questions to diagnose problems.
  • Guide users with simple, stepbystep instructions
  • Conduct remote troubleshooting.
  • Test alternative pathways until you resolve an issue.
  • Record technical issues and solutions in logs.
  • Direct unresolved issues to the next level of support personnel.
  • Follow up with clients to ensure their systems are functional.
  • Report customer feedback and potential product requests.
  • Help create technical documentation and manuals.
  • Drives own personal, technical and career development.
  • Conducts themselves professionally always.
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