Job Description

Education:

• Matric plus relevant tertiary qualification.
• MCSE Certified (Preferred).

Experience:

• 2-4 years experience in a similar role
• Microsoft technologies (Active Directory, Windows 10+, Windows Server 2016+, Office 365)
• WAN & LAN technologies, Essential.
• Understanding of TCIP tools (DNS, DHCP) and routing.
• Vendor engagement.
• Server and PC/Laptop/printer related hardware (HP, Dell, Lenovo, Epson, etc.)
• Previous exposure to retail environment and POS hardware Preferred.
• Valid drivers license and own transportation required.

Basic Job Responsibilities:
Service Desk:

• Ensure that Service Desk telephones and email are monitored during business hours. Email to be checked at least every 30 mins.
• Log service desk incidents and requests received via email or telephone as per call logging procedures.
• Respond to logged incidents or requests within the agreed SLA, and update ticketing system.
• Provide level 1 telephonic support for respective applications and infrastructure.
• Arrange desk side support where applicable for respective applications and infrastructure.
• Escalate/assign L2 & L3 incidents to vendors or manager accordingly.
• Communicate status updates with clients as required.

Operational Support:

• Ensure daily operational activities and maintenance plans are executed, e.g. Backup tape changes, health checks and log monitoring.
• Client visits/desk side support when required.
• Engagement with local vendors to meet operational requirements.
• Technical support of desktops, servers, printers, network and other IT infrastructure.
• Support or CCTV, PABX & Call logging systems (3CX).
• Imaging and configuration of hardware devices as required.

If you are a motivated individual with a passion for providing excellent technical support, we invite you to apply.

Skills Required