End User Support

About the position

Purpose of the Role
We are looking for a Support Technician to provide End User Compute Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the company’s computer services and equipment. To provide guidance and best practices to Junior Support Technicians. Build partner relationships with clients. Be trusted IT Advisor.
Key Responsibilities

Required Tasks: 

• Ensure that contracted customer Service Level Agreements are met (resolved)
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
• To ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)
• Ensure that calls are checked and updated with the latest updates until call closed.
• Administer User and Computer accounts, as well as Group membership in AD
• Perform various tests on all hardware platforms and networks and document all operating system software
• Practice Expert knowledge on Preventative Maintenance
• Coordinate with Internal IT staff and customer to resolve technical issues and escalate same if required.
• Co-ordinate with staff to install and configure all EUC.

Qualifications & Experience

• Matric; Technical Support NQF Level 4; Diploma in Information Technology
• CompTIA A+ & N+
• ITIL Foundation Certification
• Microsoft Azure Fundamentals – AZ900
• Microsoft Office 365 Fundamentals – MS900
• MTA: Windows Operating System Fundamentals (Windows 11)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Apple Mac Apple Certified Support Professional (advantageous)

Desired Skills:

• AZURE
• ITIL
• MS 365