Job Description

The Onsite Support Technician is responsible for providing business users with quick and efficient root cause fixes or work-around to ensure continuity and prevent any loss of productivity. The Onsite Support Technician acts as an ambassador for Mpact ICT and is responsible for representing Mpact ICT in an ethical and professional manner.
Skills and Experience
What you'll do:

• Acknowledging failures and incidents logged to you are resolved within SLA.
• Ensure all calls logged via email are accepted and addressed with the end user within agreed upon SLA.
• Follow up on escalated tasks with non-client facing support to ensure SLA compliance.
• Escalate and address any tasks that are in breach SLA.
• Ensure end-user feedback to keep the user updated on the progress of any incidents and request logged.
• Co-ordinating and assisting with all Onsite operations. e.g., Network point installations, Wireless AP installations, Desktop systems upgrades, etc.

Your Expertise:

• Desktop Support (Minimum 1year+ experience)
• Microsoft Office Competence (including Word, PowerPoint, Excel & Outlook)

Qualifications:

• Matric Maths / a Full N3 Qualification including Maths
• Certificate or Diploma in IT
• ITIL Foundation, Cisco CCNA

Other
Other information applicable to the opportunity:

• Contract position
• Location: East London (Eastern Cape)
• Standby: Yes
• Own transport is required

Key Performance Areas:

• Resolve Incidents by means of task completion and resolution within defined SLA
• Fulfilment Service Requests by means of task completion within SLA
• Identifying recurring issues and feed into Problem Management
• End to End communication with business users on any outstanding issues
• Complete daily, weekly and monthly task list and email to Service Delivery Manager on time.

Skills Required