IT Helpdesk Technician (Montague Gardens)

Location: Cape Town, Western Cape, South Africa
Date Posted: 10-10-2018
Job Title - IT Helpdesk Technician
Division - IT Support
Location - Montague Gardens, Western Cape

Job Purpose:
Responsible for providing professional, technical support and assistance to all customers remotely via our helpdesk and assist in performing daily backup checks, attending to and resolving support tickets in an accurate and timely fashion as well as to escalate technical incidents/queries to 2nd tier support.

Main Responsibilities:
▪ To ensure that all 1st tier support tickets are logged, attended to and resolved in real-time and within the SLA.
▪ Provide technical support/assistance for incoming queries/incidents via phone, email or walk-in related to computer systems, software, and hardware.
▪ Provide regular feedback to customers and other members involved until the support ticket has been resolved.
▪ Write training manuals and Standard Operations Procedure documents.
▪ Train and educate computer users where needed.
▪ Monitor, report and attend to critical service failures for all monitored systems.
▪ Perform daily backup checks and report any deviances to 2nd tier.
▪ Install, modify, and repair computer hardware and software.
▪ Provide hardware maintenance to managed computers and servers.
▪ Manage the workbench (Hardware troubleshooting/replacement, OS reloads, user profile setup, backup and restores etc.)
▪ Install computer peripherals for users.
▪ Follow up with customers to ensure issue has been resolved.
▪ Adhere to and follow policies and procedures and be innovative with regards to the improvement of current policies and procedures.
▪ To ensure that all client details are frequently updated.
▪ To actively fulfil the company’s mission, vision and core values.
▪ To recommend, implement and administer methods and procedures to enhance operations.
▪ Any other tasks as required by Management and within the scope of the position and tasks.

Competencies Required:
▪ Experience in telephonic/remote troubleshooting methods and gathering of information.
▪ General technical knowledge with regards to repairing of computers and network devices.
▪ General technical knowledge with regards to troubleshooting of computers and network devices.
▪ Sound experience in working with, supporting and troubleshooting Windows Workstation OS (Windows 7 and later)
▪ Basic experience in working with, supporting and troubleshooting Windows Server OS (Windows 2008 and later)
▪ Experience with installing and updating of Windows, installing general software and setting up user profiles.
▪ Experience with backup and restore of user data during hard drive replacement/reloads.
▪ Experience working with quotes and selling of computer hardware, software and services.
▪ Computer Literacy.
▪ MS Office (Excel / Word / Outlook)
▪ Numeracy
▪ Efficient time management.
▪ Excellent telephone communication skills.
▪ Fully bilingual in English and Afrikaans.
▪ Good Client relations and Strong interpersonal and communication skills.
▪ Ability to work under pressure.
▪ Ability to handle rejection.
▪ Positive thinker.
▪ Sober habits.

Experience and Skills required:
Candidates must have 1 – 2 years working experience with the following:
1. Basic administration of domain based and standalone networks.
2. Basic network and Router configuration - ADSL, VPN and Wireless.
3. Desktop support – Troubleshooting, Installation, Assemble.
The successful applicant must have demonstrable skills in the following areas at basic level: • Microsoft Active Directory (Administer) • DNS/DHCP (Administer)
• Monitoring & managing devices using Remote Monitoring & Management software.

Educational Qualifications:
▪ Post-Senior Certificate qualification essential
▪ Minimum 1 year experience in a helpdesk environment.
▪ Knowledge of Microsoft Server Platform, specifically AD, DNS, DHCP and Group Policy.
▪ A+ qualification (Advantageous)
▪ N+ qualification (Advantageous)
Hours of Work:
▪ 07h45 to 17h00 Monday to Friday
▪ Overtime as needed and approved by Management.

Growth path(s):
▪ Through training, coaching, further development and testing, the candidate may qualify as a Certified Microsoft Expert on Servers, workstations or MS Office packages, effectively allowing for internal advancement in the company.
▪ The position allows for growth within the IT department by obtaining valuable knowledge and experience in the field of expertise that can lead to being promoted to a Tier 1 (onsite) technician and Tier 2 / Tier 3 technicians.
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