Job title : IT Support Specialist (Tier 2)
Job Location : Western Cape, Cape Town
Deadline : November 15, 2024
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What you will be doing:
- Provide proactive Level 2 remote and onsite support, resolving technical issues in line with SLA requirements and guiding junior IT professionals through escalations.
- Build strong client relationships through regular visits, timely responses to incoming calls, and after-hours support.
- Carefully review tickets using an 8-point checklist and contribute to project implementation, ensuring smooth delivery of services and added client value.
- Keep documentation up to date in real-time using tools like IT Glue, N Central, and Autotask.
- Collaborate with the team, offering support and guidance, while providing opportunities for new team members to learn.
- Identify and escalate client issues or risks to management, and always look for ways to enhance client relationships.
- Contribute to improving SOPs and processes, using standardised project templates.
What you need:
- A relevant tertiary qualification would be beneficial.
- 5+ years of IT support experience in a similar role.
- Possess Microsoft certifications and demonstrated experience in a Managed IT Services environment.
- Excellent English communication skills, with the ability to explain complex technology clearly to clients.
- Ambitious and eager to learn, with a valid driver’s license and willingness to travel locally and nationally as needed.
- Strong understanding of client confidentiality, ensuring secure protection of privileged information.
- Proficient in using Autotask, Nable, and IT Glue for support and documentation.
- Experienced with Microsoft 365, Azure, Active Directory, and Microsoft Exchange.
- Skilled in troubleshooting Microsoft Desktop and Mac operating systems, as well as LAN and wireless networks, including firewalls, DHCP, DNS, and TCP/IP.
- Proficient in managing support ticketing systems and consistently meeting SLA targets.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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