Requirements

• Grade 12, NQF Level 4, with 2 to 3 years in similar support role
• Relevant IT diploma or degree will be advantageous
• A+ and N+ certification
• Basic network fault finding
• MCDST or equivalent work experience
• Superior computer skills on MS Packages
• Active Directory and 365 knowledge (User account maintenance)
• Hardware and Software trouble shooting skills
• Knowledge of network topology and ability to provide support
• Excellent communication skills (Verbal and written)
• Strong administration skills
• Conversant knowledge of IT terminology
• In-depth knowledge of helpdesk call logging process and resolution reporting
• Apple product knowledge would be advantageous

Key Performance Area

Technical end user support

• Application and device troubleshooting and support identify root cause, resolve or route call with sufficient information to relevant team in order to provide repair solution efficiently
• Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
• Use approved remote management tools to remotely support end user devices.
• Ability to do root cause analysis and troubleshooting across systems to resolve incidents
• Available for remote support after hours and additional afterwork on an ad-hoc basis as required by business.
• Assist with the connection of end user devices to Audio Visual support equipment
• Build a working knowledge of Microsoft products
• Support security policies and standards.

Administrative

• Routing calls to correct support team in accordance to technical requirements
• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
• Follow escalation matrix and keep customer informed.
• Enabling management with communication about incidents/requests
• Ensure assets under IT cost centers are tracked and maintained responsibly
• Develop, document, and maintain Knowledge Based Articles related to end user support

Customer Focus

• Ownership of Incidents and Service Requests, until resolution with continuous feedback.
• Build Relationship with users to understand potential improvement opportunities for support.
• Identify and understand business challenges of the end user and the impact thereof on support requirements
• Ability to engage and liaise with all personnel including executive level personnel.