Technical Helpdesk Coordinator

About the position

We are an MSP (Managed Service Provider) with a national footprint, a large client base and a busy Helpdesk. If you are technically inclined and thrive in a busy office environment, have the ability to multitask and be proactive, then we have just the job for you!

We are looking for a Helpdesk/Service Coordinator with a basic technical background to join our team in Cape Town. You will be dealing with incoming calls and emails queries, resolve Tier 1 technical matters and schedule/escalate the rest. You will also need to be well spoken with a friendly demeanour and lots of patience to keep the clients happy.

You will need to have previous experience in similar roles where you dealt with various administration duties, coordinating jobs, and dealing with both clients and technical resources. Since this is partly a technical role, you will need a good understanding of computers, networks, servers, and cloud technology.

You will be administrating a ticket management system with built-in remote monitoring and management (RMM) capabilities. You will be expected to understand these systems well enough to assist with improving them to facilitate operational excellence.

Qualifications Requirements:

• Matric or equivalent
• A+, N+ or equivalent
• Diploma or Degree in Technology sector (beneficial)

Experience Required:

• Previous exposure to a ticketing system.
• Must be very comfortable on the phone and email with the ability to articulate yourself in a friendly and professional manner.
• Must have advanced skills on Microsoft Office application such a Excel, Teams, Word and Outlook and SharePoint.
• A good technical understanding of basic troubleshooting for Windows operating systems.
• Good knowledge of the Microsoft 365 platform.
• Basic understanding of networking and familiar with switches, firewalls, routers, Wi-Fi.
• Basic understanding of Active Directory for managing users.
• Basic knowledge of Group policy, DHCP, DNS and permissions

Please note - When you apply for this position, we will do various background checks, including references and criminal history.

Desired Skills:

• Windows
• Active Directory
• Networking
• Helpdesk
• Tier 1
• Office 365

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Diploma