Job Description

About the job IT End User Support Technician

: Provide support, assistance, and guidance to end users. Technician will also be required to assist with the support and maintenance of IT infrastructure that will fall within the EUS function, including but not limited to user account maintenance on selected systems, monitoring, troubleshooting, and testing of IT hardware and software.

xefxbbxbfRequirements

Grade 12, NQF Level 4, with 2 to 3 years in similar support role

Relevant IT diploma or degree will be advantageous

A+ and N+ certification

Basic network fault finding

MCDST or equivalent work experience

Superior computer skills on MS Packages

Active Directory and 365 knowledge (User account maintenance)

Hardware and Software trouble shooting skills

Knowledge of network topology and ability to provide support

Excellent communication skills (Verbal and written)

Strong administration skills

Conversant knowledge of IT terminology

In-depth knowledge of helpdesk call logging process and resolution reporting

Apple product knowledge would be advantageous

Key Performance Area

Technical end user support

Application and device troubleshooting and support identify root cause, resolve or route call with sufficient information to relevant team in order to provide repair solution efficiently

Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.

Use approved remote management tools to remotely support end user devices.

Ability to do root cause analysis and troubleshooting across systems to resolve incidents

Available for remote support after hours and additional afterwork on an ad-hoc basis as required by business.

Assist with the connection of end user devices to Audio Visual support equipment

Build a working knowledge of Microsoft products

Support security policies and standards.

Administrative

Routing calls to correct support team in accordance to technical requirements

Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents

Follow escalation matrix and keep customer informed.

Enabling management with communication about incidents/requests

Ensure assets under IT cost centers are tracked and maintained responsibly

Develop, document, and maintain Knowledge Based Articles related to end user support

Customer Focus

Ownership of Incidents and Service Requests, until resolution with continuous feedback.

Build Relationship with users to understand potential improvement opportunities for support.

Identify and understand business challenges of the end user and the impact thereof on support requirements

Ability to engage and liaise with all personnel including executive level personnel.

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