Pretoria: Field Support Technician posted by ICTEngage

Role Overview:

We are seeking a dedicated and technically proficient Field Support Technician to join our dynamic IT support team. This role is pivotal in delivering Tier 1 and Tier 2 technical support services to our clients, both remotely and on-site. The ideal candidate will possess a strong foundation in IT support, excellent problem-solving skills, and a commitment to providing exceptional customer service.

Key Responsibilities:

• Technical Support: Provide Tier 1 and Tier 2 support for hardware, software, and network issues, ensuring timely resolution both remotely and on-site.
• Help Desk Management: Monitor, manage, and resolve help desk tickets efficiently, maintaining accurate records of issues and solutions.
• Equipment Handling: Manage stock collections and perform installations of IT equipment at client sites.
• Site Maintenance: Conduct routine maintenance and inspections at customer sites to ensure optimal system performance.
• Documentation: Maintain comprehensive documentation of customer site configurations, support activities, and technical procedures.
• Issue Escalation: Identify and escalate complex technical issues to Tier 3 support or management as necessary.
• Additional Duties: Undertake any other reasonable tasks or projects as required to support the IT operations.

Preferred Skills & Attributes:

• Technical Proficiency: Experience in Windows Desktop support environments.
• Certifications: Possession of CompTIA A+ and Network+ certifications.
• Software Knowledge: Familiarity with Microsoft 365 and email systems.
• Communication Skills: Strong verbal and written communication abilities in both English and Afrikaans.
• Licensing: Valid driver’s license is mandatory.
• Personal Attributes: Self-motivated, detail-oriented, and capable of working independently or collaboratively within a team.

Additional Information:

• Travel Requirements: Regular travel to client sites is required; candidates must be comfortable with fieldwork.
• Work Schedule: Flexibility to work outside standard business hours when necessary to address critical issues.