Stutterheim: ICT DESKTOP SUPPORT TECHNICIAN posted by Profile Personnel

About the Role

Profile Personnel is seeking an experienced ICT Desktop Support Technician to join our team in Stutterheim, Eastern Cape. The ideal candidate will be responsible for providing top-notch technical support to our clients, ensuring their ICT systems are running smoothly and efficiently.

Key Responsibilities

• Diagnose and resolve software and hardware issues, including operating systems (Windows, Android, iOS, etc.) across various applications.
• Assist users with ICT desktop-related incidents.
• Take ownership of issues by analyzing problems and implementing fixes to restore service to customers promptly.
• Accurately record, update, and document requests using the ICT service desk system.
• Install and configure new ICT equipment.
• Resolve incidents and upgrade various types of software and hardware.
• Maintain and resolve issues with printers, copiers, and scanners.
• Ensure daily effective backup and air-gapped backup procedures are carried out.
• Provide first-class customer service, treating all customers efficiently and appropriately.
• Be a highly motivated team player with the ability to adapt to changing priorities.
• Create, maintain, and publish support documentation to assist in the quick resolution of incidents and service requests, enabling users to become more self-sufficient.
• Exhibit flexibility in working on a rota basis and provide necessary cover when needed.
• Work in accordance with relevant legislation, policies, and procedures.
• Participate in the Annual Performance and Development Review Process.
• Attend training courses as identified and agreed upon for development.
• Adhere to Health and Safety regulations, taking reasonable care for the safety of oneself and others.
• Undertake Health and Safety training as required and participate in risk assessment procedures.
• Perform other necessary duties as needed without altering the nature or level of responsibility.

Requirements

• CompTIA A+
• MTA Windows Operating System Fundamentals
• MTA Windows Server Administration Fundamentals
• MTA Networking Fundamentals
• MCSA Windows Server Administration (MCSE or Diploma in Information Systems) (Will be Advantageous)
• The individual needs to be neat and organised;
• The individual needs to be self-motivated;
• The individual needs to be willing to work over-time;
• Have a sound understanding of diagnostics and proven ability to troubleshoot hardware and application software issues;
• Be able to research, scope and provide recommendations on Hardware;
• Be able to troubleshoot and provide diagnostics for network related issues;
• Good attention to detail and ability to show initiative;
• Ability to prioritise, manage and perform under pressure to meet SLAs;
• Excellent knowledge of Customer Service best practice;
• Willing to work flexibly and with enthusiasm;
• Have sound knowledge of Microsoft Windows Operating Systems, iOS and Android;
• Have sound knowledge of Microsoft Office Packages;
• Have sound knowledge of VOIP, PABXs, IP Cameras and NVRs;
• Have sound knowledge of Microsoft Domain environments, Microsoft Windows Server and Rolls, Microsoft Exchange; Active Directory, Group Policy, Azure Active Directory and O365.

Qualifications

No formal qualifications mentioned in the original job description.