About the position
Job Purpose:
The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to the company’s clients both onsite and remotely.
The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.
Technical Support
- Provide remote support to the company Client end users
- Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
- Provide VIP support to clients executive members
- Troubleshoot software and hardware related incidents and requests remotely.
- Perform application troubleshooting and support as per incidents and requests
- Work with vendors and internal resources to facilitate resolution of incidents and requests
Ticket Management
- Respond to Incidents and Requests assigned via the ITSM Tool
- Ensure Ticket updates are current, and end users informed of progress
- Respond to and Resolve incidents within SLA
- Assess, review and resolve assigned tickets within stipulated SLA
- Escalate tickets where applicable
Client Engagement
- Communicate effectively with relevant Stakeholders including team members and Management
- Liaise with end users to effectively reach resolution on incidents and requests
- Keep users informed of priority changes and timing of resolutions
- Follow up with users to confirm that resolutions met requirements before closing the ticket
People Engagement
- Provide support both at a soft engagement and technical to the company client End Users
- Act as onsite liaison between the company and Client if the need arises.
Qualifications, Knowledge and Experience
- Matric
- A+
- MCSE / MCSP (advantageous)
- AppleMac Certification (advantageous)
- Relevant IT diploma (advantageous)
- ITIL Foundation (advantageous)
- Operating Systems: Proficiency in Windows 11, macOS.
- Active Directory & Group Policy: Managing user authentication, permissions, and security settings.
- Networking: Understanding TCP/IP, VPNs, and Wi-Fi troubleshooting.
- Remote Desktop & Troubleshooting: Using tools like SCCM, WDM, Intune, JAMF.
- Customer Service & Communication: Helping users resolve issues efficiently while maintaining professionalism
- Network +
- 3 -5 Years within an IT Desktop Support environment (Level 2 minimum
- Degree or Diploma and required Certification with 3 to 5 years related experience.
- Drivers license
Job Purpose:
The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to the company’s clients both onsite and remotely.
The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.
Technical Support
- Provide remote support to the company Client end users
- Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
- Provide VIP support to clients executive members
- Troubleshoot software and hardware related incidents and requests remotely.
- Perform application troubleshooting and support as per incidents and requests
- Work with vendors and internal resources to facilitate resolution of incidents and requests
Ticket Management
- Respond to Incidents and Requests assigned via the ITSM Tool
- Ensure Ticket updates are current, and end users informed of progress
- Respond to and Resolve incidents within SLA
- Assess, review and resolve assigned tickets within stipulated SLA
- Escalate tickets where applicable
Client Engagement
- Communicate effectively with relevant Stakeholders including team members and Management
- Liaise with end users to effectively reach resolution on incidents and requests
- Keep users informed of priority changes and timing of resolutions
- Follow up with users to confirm that resolutions met requirements before closing the ticket
People Engagement
- Provide support both at a soft engagement and technical to the company client End Users
- Act as onsite liaison between the company and Client if the need arises.
Qualifications, Knowledge and Experience
- Matric
- A+
- MCSE / MCSP (advantageous)
- AppleMac Certification (advantageous)
- Relevant IT diploma (advantageous)
- ITIL Foundation (advantageous)
- Operating Systems: Proficiency in Windows 11, macOS.
- Active Directory & Group Policy: Managing user authentication, permissions, and security settings.
- Networking: Understanding TCP/IP, VPNs, and Wi-Fi troubleshooting.
- Remote Desktop & Troubleshooting: Using tools like SCCM, WDM, Intune, JAMF.
- Customer Service & Communication: Helping users resolve issues efficiently while maintaining professionalism
- Network +
- 3 -5 Years within an IT Desktop Support environment (Level 2 minimum
- Degree or Diploma and required Certification with 3 to 5 years related experience.
- Drivers license
Desired Skills:
- IT Desktop Support environment
- • Degree or Diploma
- Drivers license
- Proficiency in Windows 11
- macOS.
- Active Directory & Group Policy
- TCP/IP
- VPNs
- and Wi-Fi troubleshooting
