Job Description
About the Role
Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution. Become an extension of the customers IT team, ensuring the best customer experience, and deliver high levels of expertise. This role is for a vibrant and fast-paced organisation looking to further your career with a dynamic and supportive work environment.
Key Responsibilities
- Take ownership of complex issues to resolution providing technical support via telephone, email, and remote access.
- Oversee remote monitoring escalation tickets
- Research and identify solutions to complex software and hardware issues.
- Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes.
- Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Ensure customer processes and documentation are kept up to date.
- Mentor and provide guidance to other team members
- Stay current with emerging technologies and industry best practices to continually improve the IT environments.
Requirements
- A minimum of 3 years’ experience in an IT Service environment
- High level of technical experience gained in a hands-on-role
- Excellent verbal & written English
- Robust influencing and interpersonal skills with the ability to communicate at all levels
- Ability to prioritise and handle multiple assignments at any given time
- Be flexible and able to commit the time required to get the job done in line with business needs
- Highly organised with excellent time management skills and attention to detail
- Desire to learn new products and technologies
- Can-do attitude
Qualifications
- A diploma or degree in Information Technology, Computer Science, or a related field.
- CompTIA A+
- Microsoft 365 Certified: Fundamentals (MS-900)
- Microsoft Certified: Azure Fundamentals (AZ-900)
Salary & Benefits
Competitive salary and benefits package
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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