Johannesburg: Desktop Support Technician

Job Description To provide immediate first line support and daily assistance of all IT related issues Assisting the regional IT Managers and the Head of IT with all IT related functions. Troubleshooting and problem solving of user issues (Local and remote) Maintaining company IT standards and procedures, network security and confidentiality of information. Hardware and Software – setup, repair, configure, troubleshoot Assisting with general tasks and administration or Ad-hoc tasks and problems. Improving helpdesk turnaround time and escalation of any issues and calls. Ensure prompt feedback to all calls assigned and do follow ups with users. Assisting with uptime and monitoring of the IT infrastructure Assisting with the Helpdesk function logging and maintaining all support calls End user support queries Maintaining company hardware assets using asset management tools and processes. Setup hardware devices for users. (PCs laptops, Tablets, Mobile devices) Repair laptops diagnose for hardware faults and provide assessment. Repair laptops upgrade, install or swop internal components or parts. Minimum Requirements Grade 12 CompTIA A Essential CompTIA N or IT Diploma, MCITP or MSCE 2012 (Desktop Engineer) (Current to within 18 months) will be an advantage. Any Manufacturer “repair” certification (hardware related) (Apple, Lenovo, HP, Dell, etc) will be advantageous or 3 years hand on repair experience essential. 3 years experience with exposure to IT systems in an environment with 60 or more users. Basic knowledge of IP networking and protocols, e.g. HTTP, FTP, SMTP, DNS, WINS, DHCP. Basic understanding of network services, e.g. email / internet / firewall / Proxy Advanced knowledge of Microsoft Windows client operating systems (Windows 8,1 & 10) Above average knowledge of commonly used applications (Office 2013/16/ Office 365, Internet Explorer/Firefox, Chrome) Highly advanced computer literacy Mobile device troubleshooting- iOS and Android. Detailed knowledge of computer hardware (Desktops, laptops, components & peripherals) Detailed knowledge and hands on experience of repairing laptops (Essential) Knowledge and hands on experience of repairing tablets (Advantageous) Hands on experience with end user support. Job Skills Client liaison and customer service principles (Must be patient when dealing with difficult customers) Time management Teamwork Ability to multitask Excellent organisational and interpersonal skills Must have a good telephonic manner and communication skills. Attention to detail, Accurate and analytical Willingness to learn and follow through on operations Handle stress very well and work under lots of pressure Deadline orientated Troubleshooting ability & quick learner for recurring problems. Flexible with working hours availability to work afterhours occasional overtime may be required Be prepared to sacrifice personal time to get the outstanding issue resolved or call done. Be able to work with small electronic parts & components in the laptop diagnostic or repair process Be able to follow “How To” videos or diagrams to understand laptop components and then to strip and replace or repair.