Cape Town City Centre: It Field/Helpdesk Technician For Managed Service Provider

Date	2024-05-22
Job Title	It Field/Helpdesk Technician For Managed Service Provider
Employer	More Information
Salary
Category	It Computing Software
Location	Cape Town Region / Cape Town City Centre

Job Summary

REQUIRED LEARNING Grade 12 Computer Literate Microsoft Outlook/Word/Excel (Essential) A or equivalent job experience would be advantageous. N or equivalent job experience would be advantageous. General understanding of network infrastructure and firewalls would be advantageous. 5 years Field Tech would be advantageous. General knowledge of desktop hardware and software Proven experience of solving complex problems. Knowledge of relevant Technology, Products and Service. Relevant knowledge in ticketing tools. Own vehicle and valid SA drivers license Occasional field work might be required to assist with support calls. Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted. Managed service provider experience (Advantageous) 2 -3 years experience in: Azure MS Office 365 MS Teams Sharepoint (Advantageous) KEY JOB OUTPUTS Manage the business relationship with the client to ensure mutual trust & open communication Provides Level 2 support at the service desk. Act as escalation point for Level 1 service desk agents. Takes service calls and performs incident specific activities as directed by the Call Planners Performs preventative maintenance activities on certain products as directed Perform hardware and software installations Takes routine service calls and performs basic maintenance and support. Responsible for troubleshooting, installing, maintaining and hardware break-fix Provides technical support to customer in solving technical problems that occur during the installation Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware Maintain SLA requirements (both internal and external) Ensure accurate completion of job cards Work independently without supervision Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve ticket. Ensure completion of ticket is within agreed SLAs. Interacts with client to gather additional info to enable faster resolutions of a ticket. Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral for L1s Proactively identifies problems and errors before they impact a clients service. Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket Ensures all changes are carried out with proper work/change approvals. Setup workstations and configure end-user software / hardware and upgrade existing client desktops. Monitors client infrastructure and solutions. Must share knowledge, communicate effectively and be willing to assist team members in getting task completed. Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket. Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required. Execute approved maintenance activities. (These activities could include system patching; system upgrades or configuration changes etc.) Will be required to work standby shifts from time to time. CORE COMPETENCIES Strong client service orientation and passion for exceeding expectations. Reliable and able to produce a high quality of work. Display excellent attention to detail and the ability to manage work processes. Excellent written and verbal Skills Positive attitude and ethical Excellent organisation skills Excellent analytical and problem-solving skills An ability to work to tight deadlines and within constraints Understanding of the billing / payment cycle Ability to multi- task Good Listening skills Team player Ability to perform under pressure Able to work independently and be self-disciplined APPLICATIONS/ENQUIRIES Email your CV and motivational letter

It Field/Helpdesk Technician For Managed Service Provider position available in Cape Town Region, Cape Town City Centre. This job position was posted by . The job has been posted on 2024-05-22 in the It Computing Software category

Click Go Apply to apply online!

You might also like to look at the available jobs in the same area.

Select one of the buttons below to browse for more available jobs.

Apply directly for this position
Some posts have contact information included with other instructions. All applicants are urged to read the instructions carefully.
We will list jobs at the bottom of each job, so feel free to scroll down and continue your search.

We do not accept any job applications and merely offer the service of daily jobs being mined and displayed on our job portal.
Each job post has a link to take you directly to the original post to apply on their website or the original website where the post came from.

Here are some more related positions