IT Technician

• 3+ years experience in similar role or IT field (Preferably in an IT company servicing more than one IT environment)
• Own reliable transport
• IT Tertiary qualification
• MS Qualification
• Matric / Grade 12 / National Senior Certificate
• VMWare / Hyper V / Office 365 Server experience
• Networking WAN / LAN and Wireless Backups experience
• Advanced Trouble-Shooting experience
• Hardware Installation, Remote Troubleshooting, Remote support experience
• Academic Qualifications and Certifications:
• Certifications (including but not limited to MCP, MCSE, MCSA, CCNA, CCNP, CISSP, CISM)
• Degree/Diploma in a relevant field will be an advantage

Responsibilities:

• Receive, validate, and log client requests
• Administer and maintain the support desk database and call logging system on a daily basis
• Ensure the correct escalation procedure is followed on all critical calls and requests
• Assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation
• Assist in the investigation of issues to ensure a high level of client service support
• Work closely with his/her colleagues to ensure the swift resolution of faults
• Ensure that the user is kept updated on the progress in relation to the resolution of the fault
• Ensure that support calls are monitored and updated efficiently and effectively
• Proactively communicate with the business in order to provide updates on outstanding incidents or projects
• Ensure that all relevant documents related to the fault are maintained
• Maintain high levels of client satisfaction.
• Communicate in a professional manner, provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf
• Build and maintain strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach