Job Description

IT & Infrastructure

The IT Support Technician

Reports to the IT & Infrastructure Manager. The IT Support Technician fulfils a key role in the team, providing call/incident management, IT support, control, and tracking of information technology (IT) assets, and other administrative and support functions.

Semi-Skilled in technical support

Responsibilities include the following:

Incident Management functions and processes

Maintenance of Tickets

Incident Triage, making sure incidents are prioritized and managed correctly.

Resolving IT and Facilities related requests or incidents.

Ensuring that a high level of customer service and support is provided to all internal and external customers

Follow through with P1/P2 escalations

Ensure all calls logged via IT Request and Incident Forms, prioritized, and resolved within internal SLA

Provide On-Site as well as remote assistance over the phone, through instant messenger and using remote support tools.

Password Management Reset and unlock of user accounts

AD Administration, creating, updating and removal of user accounts

JML (Creating of new accounts, movement between campaigns, Terminations)

Asset management

Preparing and re-arranging desks, including moving / setup of computers as required by campaigns

Effective communication to team leaders and end users.

Resolve all IT requests promptly

Log every request and drive adoption by Team leaders and agents to complete the incident and request forms themselves. (Keep track of time taken to perform each request/task/incident)

Escalate unresolved incidents.

Maintain an accurate ASSET list.

Schedule adherence

Customer Satisfaction

• Good Knowledge of Active Directory, IP Networking, Anti Virus and general technical support knowledge.

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