It Support Technician Cape Town - Cape Town Region
Clicks Group Limited
To ensure effective and efficient resolution of all logs assigned according to agreed service levels in order to minimise the effect of technology disruptions to users. Effective logging, diagnosis and resolution of desktop related calls in order to ensure customer service rendered Ensure adherence to service level agreements in order to maintain effective customer service Provides technical guidance and assistance to other members of staff as and when required Problem solving - research problems/solutions and make recommendations as needed Good personal time management skills - determine time estimates and schedule for own work and resolve issues in a timely manner. Work independently on routine assignments as well as conducting joint tasks within the team. Pre-build and setup PCs/ notebooks and systems where required. VLAN; Wi-Fi and Network Switches experience. Provided user support and problem resolution for desktop computers, network access, E-mail, and imaging Windows 10 to several computers using SCCM. Managing customer expectations and ensuring service recovery To ensure following up on calls and escalations throughout the day whilst keeping management updated at all times Testing of new equipment and assisting the development team in finding solutions in ensuring the equipment functions in the designated environment Maintaining a record of problems and action taken to provide written communication to all staff within the business to prevent further queries. Ensuring that technical knowledge is current Assist in maintaining the desktop hardware and software asset register Ensuring excellent working knowledge of the equipment maintained in the IT estate and maintaining security of assets and confidential information To undertake any other reasonable duty or project within reason as required by the organisation Ensure compliance to all Health and Safety standards and report any unsafe conditions to the relevant stakeholders Experience and Knowledge Required Job Skills Networking Knowledge of the following is required: Microsoft Windows Operating systems Microsoft Office Desktop and Laptop hardware components and peripheral hardware Microsoft Active Directory File and print sharing Anti-virus and security Updating and deploying Firmware and BIOS Upgrades Change Management Troubleshooting and running diagnostics. Job Experience At least 5 years' experience as a desktop support engineer Education National Senior Certificate (Grade 12). NQF level 5 – 6 IT Qualification in Information Technology or valid IT Certification, i.e. CompTIA, Microsoft, etc. Certification from software / hardware manufacturer, i.e. Cisco, Microsoft, etc. (beneficial) Job related competencies Deciding and Initiating Action Presenting and Communicating Information Writing and Reporting Applying Expertise and Technology Analysing Planning and Organising Delivering Results & Meeting Customer Expectations Following Instructions and Procedures
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