Eastern Cape: Onsite Support Technician

The Onsite Support Technician is responsible for providing business users with quick and efficient root cause fixes or work-around to ensure continuity and prevent any loss of productivity. The Onsite Support Technician acts as an ambassador for Mpact ICT and is responsible for representing Mpact ICT in an ethical and professional manner. What you’ll do: Acknowledging failures and incidents logged to you are resolved within SLA. Ensure all calls logged via email are accepted and addressed with the end user within agreed upon SLA. Follow up on escalated tasks with non-client facing support to ensure SLA compliance. Escalate and address any tasks that are in breach SLA. Ensure end-user feedback to keep the user updated on the progress of any incidents and request logged. Co-ordinating and assisting with all Onsite operations. e.g., Network point installations, Wireless AP installations, Desktop systems upgrades, etc. Your Expertise: Desktop Support (Minimum 1year experience)  Microsoft Office Competence (including Word, PowerPoint, Excel Outlook) Qualifications: Matric Maths / a Full N3 Qualification including Maths Certificate or Diploma in IT ITIL Foundation, Cisco CCNA Other information applicable to the opportunity: Contract position Location: East London (Eastern Cape) Standby: Yes Own transport is required Key Performance Areas: Resolve Incidents by means of task completion and resolution within defined SLA Fulfilment Service Requests by means of task completion within SLA Identifying recurring issues and feed into Problem Management End to End communication with business users on any outstanding issues Complete daily, weekly and monthly task list and email to Service Delivery Manager on time. Document troubleshooting on incidents before escalating General and Other Duties  Ensure that email and communications policies are adhered to. Assist with ICT system software and hardware installations and upgrades. Assist with ICT related projects and project co-ordination Proactively monitor Hardware and respond to related alerts. Proactively monitor Infrastructure and respond to related alerts.Â