About the position
ENVIRONMENT:
A forward-thinking Managed IT Services Provider is actively seeking an IT Technician. In this role, the IT Technician will handle both planned installations and urgent support for clients, playing a crucial and visible role within the team. Responsibilities include addressing support tickets by either resolving them directly or escalating them to the appropriate team for further action, based on ticket details. Additionally, the candidate will support the sales process when needed. The ideal candidate should hold current A+ and N+ certifications or their equivalents and possess over two years of relevant industry experience in troubleshooting via email, phone, and onsite methods.
DUTIES:
Ticket Handling Responsibilities:
- Review all assigned tickets and ensure the scope of the ticket is clearly understood.
- Request clarification if anything is unclear.
- Correctly logging incidents and faults, categorizing and prioritizing them while ensuring to have a clear understanding of the problem.
- Monitor assigned service board if applicable.
- Ensure all faults are progressed & cleared within SLA – escalating where required.
- Dealing with incoming faults in a professional, courteous manner over the phone and via email.
- Effectively manage customer expectations with timeous updates & clear telephonic communication to the clients’ nominated point of contact throughout the support process.
- Important & urgent tickets are classified and categorized correctly and then dealt with accordingly.
- Communicate critical level status to the CSM team at regular intervals.
- Coordinate all scheduled activities.
- Perform all onsite work in a timeous manner and arrange/confirm any schedule changes with the Support Centre Co-coordinator.
- Maintain current, accurate notes of all issue resolution activities within Service Tickets including time logs.
- Verify all necessary information has been captured on the Service tickets prior to processing for billing.
- Verify all necessary information has been captured on the Service tickets prior to closing.
Proactive Tasks:
- Complete routine proactive maintenance where needed.
- Maintain and develop own knowledge and skills to assist with first-time fault resolution.
- Attend to designated RMM tool notifications about issues with PCs before the client realizes the problem.
Teamwork:
- Collaborate with the team to ensure that tickets are closed timeously, and queues are not unwieldy.
- Attend weekly team meetings with the team and be prepared for queries on tickets.
- Updating the company Knowledgebase and Documentation as information is gained or where needed.
Customer Relationship Management:
- Always promote and represent the company’s brand and values.
- Respond to clients’ requests as quickly and efficiently as possible.
- Always drive the development of strong relationships between the company and clients.
- Contribute towards client satisfaction.
- Take every opportunity to always help colleagues delight clients.
- Assist the Sales Team where required and escalate sales opportunities by recommending technical resolution where issues are systemic or chronic.
Additional Responsibilities:
• Identify areas for improvement and make constructive suggestions for change.
• This job description is not exhaustive and may be subject to change depending on business requirements.
• All works to be completed as set out by Ways of Work provided.
REQUIREMENTS:
LEVEL 1:
- Grade 12 Senior Certificate
- Current A+ and N+ or equivalent Certification
- 2+ years of industry relevant Experience in email/phone/onsite troubleshooting.
- A good understanding of PC software and hardware troubleshooting.
- Completion of all stated internal and external training as per the individual Personal Development plan
LEVEL 2:
- Requirements over and above Level 1
- Driver’s Licence (essential)
- VMware Experience (Basic)
- Mac Workstation Experience (Intermediate+)
- Microsoft Office Application Support Experience (Expert)
- Internet Connectivity Support Experience (Expert)
- Intermediate Networking Experience
- Experience Administering cloud services
- Windows Server Administration and Support (Certification an advantage)
- Exchange Server Administration and Support (Certification an advantage)
- Minimum 3 years of industry relevant Experience in email/phone/onsite troubleshooting.
- Expert at Hardware replacement and repair
- Broad based knowledge of industry standard software products in support of customer environments.
- Completion of all stated internal and external training as per the individual Personal Development Plan.
LEVEL 3:
- Requirements over and above Level 1 and Level 2
- VMware VCP (VMware Certified Professional) – VMware Expert (Understanding VMware Clustering and vSwitches)
- Windows Server, Exchange and Office 365 (Expert) – Must at least have a MCSA Windows Server 2016 or Equivalent – Having experience setting up and troubleshooting issues.
- SAN Experience (Expert) – Having installed, configured, and troubleshooted.
- Minimum +5 years of Industry Experience in IT, working with Servers in depth and in an IT Support Environment
- Completion of all stated internal and external training as per the individual Personal Development Plan.
ATTRIBUTES:
- The ideal candidate is an accurate, attention to detail, honest, confident yet humble, self-starting, persevering individual who takes initiative and is proud of their work. They must have a good understanding and knowledge of IT hardware and software and be a keen problem solver with a passion for technology and continuous learning. They must be able to work well both independently and as part of a team.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
COMMENTS:
When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here [URL Removed] e-mail a Word copy of your CV to [Email Address Removed] and mention the reference number of the job.
Desired Skills:
