IT Technician

Contract position

Minimum Requirements:

3+ years experience in similar role or IT field (Preferably in an IT company servicing more than one IT environment)

Own reliable transport

IT Tertiary qualification

MS Qualification

Matric / Grade 12 / National Senior Certificate

VMWare / Hyper V / Office 365 Server experience

Networking WAN / LAN and Wireless Backups experience

Advanced Trouble-Shooting experience

Hardware Installation, Remote Troubleshooting, Remote support experience

Academic Qualifications and Certifications:

Certifications (including but not limited to MCP, MCSE, MCSA, CCNA, CCNP, CISSP, CISM)

Degree/Diploma in a relevant field will be an advantage

Responsibilities:

Receive, validate, and log client requests

Administer and maintain the support desk database and call logging system on a daily basis

Ensure the correct escalation procedure is followed on all critical calls and requests

Assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation

Assist in the investigation of issues to ensure a high level of client service support

Work closely with his/her colleagues to ensure the swift resolution of faults

Ensure that the user is kept updated on the progress in relation to the resolution of the fault

Ensure that support calls are monitored and updated efficiently and effectively

Proactively communicate with the business in order to provide updates on outstanding incidents or projects

Ensure that all relevant documents related to the fault are maintained

Maintain high levels of client satisfaction.

Communicate in a professional manner, provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf

Build and maintain strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach