4 weeks ago
Job title : TSR 2
Job Location : Gauteng, Johannesburg
Deadline : October 24, 2024
Quick Recommended Links
Responsibilities
- Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
- Provide case status updates to management and end-users
- Support and maintain effective relationships with users
- Develop, document, and implement standard operating procedures and customer service guidelines related to IT support
- Prioritize, understand, and respond to service:( requests/incident tickets based on the business impact
- Recognize ticket requests requiring greater expertise and escalate them appropriately
- Assist others in analyzing and evaluating client-side system malfunctions and take appropriate action as directed
- Decommission client-side assets as outlined by policy; coordinate and execute the surplus of hardware assets
- Perform audit tasks as directed by management
- Image and configure equipment to design specifications
- Perform assigned software and device maintenance and upgrades and document changes made
- Create problem records, test patches, and validate the functionality of automated processes
- Provide operational feedback to management, reporting any inaccuracies or incorrect data
- Execute assignments by following established procedures using a limited degree of creativity and latitude as necessary
- Assist with fixed asset procedures by receiving and tagging hardware
- Interact with customers in a helpful and positive manner, with customer satisfaction as the objective
- Comply with applicable industry regulatory requirements (e.g., HIPPA, PCI DSS, security requirements)
- Perform backup/data transfers
- Provision/de-provision VOIP desk phones
- Organize and schedule incidents and requests for deskside support team
Qualifications
- Associate’s Degree in related field or equivalent professional experience
- Three years of field related user support experience with PCs, hardware, software, network, end-user desktop applications
- Working knowledge of a variety of operating systems, hardware platforms and technical disciplines; supported hardware and software including Windows and Mac platforms with the aptitude to troubleshoot technical malfunctions
Proven experience in the following areas:
- Asset management practices
- Network technologies pertaining to system connectivity and troubleshooting
- Effective interpersonal, collaborative and communication skills with a strong emphasis on customer service
- Ability to maintain confidentiality
- Solid understanding of IT business functions
- Enterprise process governance standards
- Solid understanding of IT business functions
- Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks and multiple customer requests
- This job operates in a professional office environment
- To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment
- Required to lift up to 50 pounds as well as bending, stooping, reaching, and grasping
- Color differentiation and hearing abilities are also required
Preferred:
- One or more technical certifications such as Microsoft Certified Desktop Technician, A+, Network+ or comparable experience
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
- ICT jobs