Technical Support Representative 3( TSR3) needed at The Church of Jesus Christ of Latter-day Saints

RESPONSIBILITIES

• Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local or remote access. 
• Assist employees using network remote access and provide remote support.
• Train peers, Technical Support Representatives and end users as assigned.
• Respond to incident and service request escalations to successfully maintain production schedules and service levels.
• Implement solutions; effectively use TSR support end-user management tools.
• Perform assigned software and device maintenance and upgrades, documenting any changes made.
• Execute assignments by following established procedures and applying appropriate levels of drive and creativity.
• Follow procedures and guidelines at all times.
• Assist others in analyzing and evaluating system malfunctions and take appropriate action as directed.
• Decommission assets as outlined by policy; coordinate and execute the surplus of hardware assets.
• Implement changes and participate in project rollouts and events.
• Perform audit tasks as directed by management.
• Comply with applicable industry regulatory requirements.
• Participate in technical ticket reviews.
• Respond to duty phone calls (24/7); travel will be required. 
• Participate in project management and event support.

QUALIFICATIONS

• Must be an endowed member of the Church of Jesus Christ of Latter-day Saints with a current Temple Recommend.
• Bachelor’s degree in information technology or an Advanced Diploma in Information Technology (NQF Level 7) or in a related field that is equivalent.
• Work experience of 4 years or more in the Information Technology related field, user support experience with PCs, hardware, software, network, end-user desktop applications or an equivalent combination of education and experience.
• Demonstration of Skills and Abilities required through a practical assessment test.
• Significant knowledge of a variety of operating systems, hardware platforms, technical disciplines, virtualization, end-user applications, wired and wireless network connectivity and/or video conferencing platforms. 
• Advanced asset management practices and understanding of IT business functions.
• Experience in network technologies pertaining to system connectivity and troubleshooting.
• Effective interpersonal, collaborative, communication and customer service skills 
• Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks.
• Proven ability to work independently while contributing to the strategic needs of the team.
• Understand business problems and articulate potential technical solutions.
• Ability to lift 25kg, reach cross and work under desks
• A valid driver’s license is required.