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IT Technician
Job summary
A leading IT services company in Johannesburg is seeking an experienced IT Support Specialist. The ideal candidate will have over 3 years in a similar role, hold relevant IT qualifications, and possess strong troubleshooting skills. Responsibilities include managing client requests, maintaining databases, and ensuring high levels of client satisfaction. Candidates should have experience with server environments and relevant certifications. This role offers a dynamic work environment with opportunities for professional growth.
Responsibilities
- Receive, validate, and log client requests.
- Administer and maintain the support desk database and call logging system daily.
- Ensure the correct escalation procedure is followed on all critical calls.
- Assist in analysing and interpreting requests for proper categorisation.
- Investigate issues to ensure a high level of client service support.
- Work closely with colleagues for swift fault resolution.
- Keep users updated on fault resolution progress.
- Monitor and update support calls efficiently.
- Communicate proactively with the business about outstanding incidents.
- Maintain relevant documents related to faults.
- Ensure high levels of client satisfaction.
- Communicate professionally and provide clients updates.
Skills
Education
- 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
- 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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.