FORMAL EDUCATION: Grade 12 EXPERIENCE: 4-7 years experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements. TECHNICAL / LEGAL CERTIFICATION: IT Diploma/certificate CompTIA A CompTIA N ITIL v3 Foundation Certification (advantageous) MCSE (Advantageous) KEY PERFORMANCE AREAS: End user support – Resolve logged incidents as per client contract Deliver customer service – Communicate, dress, and display positive attitude Quality incident resolution – Ensure incident is resolved on first contact within SLA Compliance to pending rules – Ensure compliance to pending rules is followed Quality data input – Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards Preventative maintenance – Identifies possible risks and reports to Team Lead Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hardware, Manage Windows Operating Systems, Office Automation Software, Printers, Scanners, Faxes Setup desktop computers and peripherals and test network connections, install software for various applications and programs Ask targeted questions to diagnose problems Guide users with simple, step-by-step instructions Conduct remote troubleshooting Test alternative pathways until you resolve an issue Customize desktop applications to meet Gijima standards Test computers to ensure proper functioning of computer systems. Adhere to policies as per corporate manuals and directives. Pre-installation audits – Ensure pre-installation audits conducted and maximum optimization of printers achieved Compliance – Ensure compliance to relevant client checklist/SOP Utilization of Resolve IT – Ensure closure of tasks/incidents on Resolve IT in real time Comply to Company processes/policies Manage operational expenses and accurate recording of related items (travel, cellphone, overtime, standby, leave) Manage tools of trade (Gijima assets) e.g., Cellphone, IPAD, Standby and overtime may be required on an AD Hoc Basis. OTHER REQUIREMENTS: Valid Drivers license must be code B Must have demonstrated driving ability for 5 years or more Clear criminal record Ability to work productively with minimal supervision Good communication and customer service skills Exceptional Troubleshooting skills Understanding of tools and grasping new technology needed to complete repairs