Job Description

Minimum Requirements
Qualifications

• Matric coupled with an IT Diploma (NQF Level 5)
• ITIL Foundation or Higher
• CompTIA A+
• CompTIA N+
• Microsoft Certified Desktop Support Technician | Microsoft Certified Systems Engineer | Microsoft Certified IT Professional OR Equivalent
• Apple Certified Systems Administrator (ACMT)
• CCNA (advantageous)
• MS 365 Modern Desktop Administrator (advantageous)
• HDI Desktop Advance Support Technician (advantageous)

Skills | Experience

• Minimum of 5 years EUC technical support
• 3+ years IT experience with client, server and network service delivery
• Knowledge of Cisco Webex platform (1 - 2 years)
• Knowledge of Windows 10 and Windows 11
• Knowledge on the Cisco Webex platform (1 - 2 years)
• Knowledge of Imaging Tools
• Knowledge of Office 365, Anti-Virus and Malware Tools
• Network knowledge: Router configuration, Firewall configuration, Wireless configuration etc.
• Server knowledge: Windows server 2012 & 2016
• Ability to explain complex IT concepts in simple terms
• Good communication and collaboration skills

Responsibilities

• Diagnose and resolve complex computer issues onsite, recommending and implementing solutions, including offsite repairs for remote users and provide escalated support for Tier II Technicians.
• Install, configure, maintain, monitor and troubleshoot end-user workstations, hardware, and software to meet service level requirements and develop and maintain high-quality images for team use.
• Contribute to testing, developing training materials, MOPs and SOPs for new products and services.
• Create and update FAQs, document solutions, and maintain knowledgebase and review and ensure quality of knowledgebase content and participate in training and development for team members.
• Collaborate with internal support teams or vendors, escalating issues as needed.
• Document and review best practices to improve processes.
• Analyse trouble ticket statistics to identify and resolve trends.
• Research end-user devices for standardisation and ensure timely issue resolution to meet SLA and XLA targets.