Desktop Support Technician needed at Paracon

Key Responsibilities

• Ensure that contracted customer Service Level Agreements are met.
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA.
• To ensure that calls are logged retrospectively if no call was logged for work completed.
• Ensure that calls are checked and updated with the latest updates until call closure.
• To ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
• Administer User and Computer accounts, as well as Group membership in AD.
• Perform various tests on all hardware platforms and networks and document all operating system software.
• Practice Expert knowledge on Preventative Maintenance.
• Coordinate with internal IT staff and customers to resolve technical issues and escalate them if required.
• Co-ordinate with staff to install and configure all EUC.
• Identify and resolve all hardware and software issues.
• Installing, Configuring, and Updating required hardware and software.
• Troubleshooting and diagnosing to detect and solve technical problems.
• Design and perform various tests on applications according to required standards.
• Maintain and develop all user applications and define specifications based on client requirements.
• To ensure that best practices are adhered to.
• To ensure that Standard Operation Procedures are followed.
• To provide input to the Monthly Operations Report.
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
• To Backup Engineers for customers and support staff where required.
• Manage requests/calls escalated to Vendors and 3rd Parties
• Train employees to analyse and repair all product failures and analyse customer requirements.
• Ensure adherence to Customer’s Corporate Governance and Risk Management Policies as per prescribed compliance.

Minimum Requirements

• Certificate or Diploma in Information Technology
• 3 – 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications
• Microsoft Azure Fundamentals – AZ900
• Microsoft Office 365 Fundamentals – MS900
• MTA: Windows Operating System Fundamentals (Windows 10)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Must ideally have own vehicle