Job Description

ENVIRONMENT:Our client, a vibrant Managed IT Services Provider in Durban, is looking for a tech-savvy onsite IT Technician to join their team. The role involves a mix of scheduled installations and jumping in for emergency support when things go sideways. You'll be handling support tickets - resolving what you can right away or escalating the tricky ones to the right team. You might also help out during the sales process from time to time. The goal? First-time fixes and solid customer support. If you've got your A+ and N+ (or similar) and at least two years' experience troubleshooting tech issues via email, phone, or in-person, this could be a great fit.DUTIES:Ticket Handling Responsibilities:

• Review all assigned tickets and ensure scope of ticket is clearly understood.
• Request clarification if anything is unclear.
• Correctly logging incidents and faults, categorising and prioritising them while ensuring to have a clear understanding of the problem.
• Monitor assigned service board if applicable.
• Ensure all faults are progressed & cleared within SLA - escalating where required.
• Dealing with incoming faults in a professional, courteous manner over the phone and via email.
• Effectively manage customer expectations with timeous updates & clear telephonic communication to the clients' nominated point of contact throughout the support process.
• Important & urgent tickets are classified and categorised correctly then dealt with accordingly.
• Communicate critical level status to the Account Management team at regular intervals.
• Accept tickets, where possible, to assist in clearing queues.
• Co-ordinate all scheduled activities with the Support Centre Co-coordinator.
• If required to be onsite, ensure all hardware, software and tools that might be required are in place before leaving for a customer site.
• Perform all onsite work in a timeous manner and arrange/confirm any schedule changes with the Support Centre Co-coordinator.
• Maintain current, accurate notes of all issue resolution activities within Service Tickets including time logs.
• Verify all necessary information has been captured on the Service tickets prior to processing for billing.
• Verify all necessary information has been captured on the Service tickets prior to closing.

Proactive Tasks:

• Complete routine proactive maintenance where needed.
• Maintain and develop own knowledge and skills to assist with first time fault resolution.
• Attend to designated RMM tool notifications about issues with PC's before the client realises the problem.

Teamwork:

• Collaborate with the team to ensure that tickets are closed timeously and queues are not unwieldy.
• Attend weekly team meeting with team and be prepared for queries on tickets.
• Updating the company Knowledgebase and Documentation as information is gained or where needed.

Customer Relationship Management:

• Promote and represent the company brand and values at all times.
• Respond to clients' requests as quickly and efficiently as possible.
• Drive the development of strong relationships between the company and clients at all times.
• Contribute towards client satisfaction wherever possible.
• Take every opportunity to help colleagues delight clients at all times.
• Assist Sales Team where required and escalate sales opportunities by recommending technical resolution where issues are systemic or chronic.

Additional Responsibilities:

• Identify areas for improvement and make constructive suggestions for change.
• This job description is not exhaustive and may be subject to change depending on business requirements.
• All works to be completed as set out by Ways of Work provided.
• Attendance and Travel Attendance is mostly office based however travel is required from time to time to perform some of the duties required. Late shifts and weekend shifts may be worked remotely. Times of attendance are generally Monday to Friday 07H00 to 16H00 or 16H00 to 22H00, and weekend shift 08H00 to 17H00. However, there will be occasions when additional attendance is required to satisfy deadlines and workload requirements.

REQUIREMENTS:Minimum Experience Required:Level 1:

• Grade 12 Senior Certificate
• Current A+ and N+ or equivalent Certification
• 2+ years of industry relevant Experience in email/phone/onsite troubleshooting.
• Completion of all stated internal and external training as per the individual Personal Development Plan.

Level 2:

• Requirements over and above Level 1
• Driver's License
• VMware Experience (Basic)
• Mac Workstation Experience (Intermediate+)
• Microsoft Office Application Support Experience (Expert)
• Internet Connectivity Support Experience (Expert)
• Intermediate Networking Experience
• Experience Administering cloud services
• Windows Server Administration and Support (Certification an advantage)
• Exchange Server Administration and Support (Certification an advantage)
• Minimum 3 years of industry relevant Experience in email/phone/onsite troubleshooting.
• Completion of all stated internal and external training as per the individual Personal Development Plan.

Level 3:

• Requirements over and above Level 1 and Level 2
• VMware VCP (VMware Certified Professional) - VMware Expert (Understanding VMware Clustering and vSwitches)
• Windows Server, Exchange and Office 365 (Expert) - Must at least have a MCSA Windows Server 2016 or Equivalent - Having experience setting up and troubleshooting issues.
• SAN Experience (Expert) - Having installed, configured, and troubleshooted.
• Minimum +5 years of Industry Experience in IT, working with Servers in depth and in an IT Support Environment.

ATTRIBUTES:

• Problem-Solver
• Patient and Empathetic
• Customer-Focused
• Calm Under Pressure
• Detail-Orientated
• Adaptable and Resourceful
• Collaborative
• Tech Enthusiast
• Proactive Thinker
• Reliable and Accountable

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