Junior IT Technician needed at Cargo Compass SA

Duties & Responsibilities

• Remains knowledgeable of and experienced with using complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols.
• Ensure that Technical Support Services calls and enquires are answered in a timely, efficient, and knowledgeable manner.
• Communicates with customers, resolving complaints, problems, , ensuring the service quality of the Technical Support Services Team.
• Build strong relationships with technical staff.
• Be required to work flexibly.
• Incident handling – restoring the disruption in service as quickly as possible.
• Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues.
• Conduct weekly, semi-monthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions.
• Research and identify solutions to software and hardware issues.
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients.

Skills Required

• 2-3 years experience 
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments (predominantly Windows).
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic/complex technical issues.
• Familiarity with remote desktop applications and help desk software (e.g., Freshservice)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Familiarity with DNS, Active Directory Services and protocols like SMTP, SNMP, etc.