Desktop Support Technician

SUMMARY:
Our client, a leading provider of managed IT and outsourcing services, catering to clients across South Africa and abroad, is looking for an energetic Desktop Support Engineer to join their dynamic team in Cape Town.

POSITION INFO:
Education:

• Matric plus relevant tertiary qualification.
• MCSE Certified (Preferred).

• 2-4 years’ experience in a similar role
• Microsoft technologies (Active Directory, Windows 10+, Windows Server 2016+, Office 365)
• WAN & LAN technologies, Essential.
• Understanding of TCIP tools (DNS, DHCP) and routing.
• Vendor engagement.
• Server and PC/Laptop/printer related hardware (HP, Dell, Lenovo, Epson, etc.)
• Previous exposure to retail environment and POS hardware – Preferred.
• Valid driver’s license and own transportation required.

• Ensure that Service Desk telephones and email are monitored during business hours. Email to be checked at least every 30 mins.
• Log service desk incidents and requests received via email or telephone as per call logging procedures.
• Respond to logged incidents or requests within the agreed SLA, and update ticketing system.
• Provide level 1 telephonic support for respective applications and infrastructure.
• Arrange desk side support where applicable for respective applications and infrastructure.
• Escalate/assign L2 & L3 incidents to vendors or manager accordingly.
• Communicate status updates with clients as required.

• Ensure daily operational activities and maintenance plans are executed, e.g. Backup tape changes, health checks and log monitoring.
• Client visits/desk side support when required.
• Engagement with local vendors to meet operational requirements.
• Technical support of desktops, servers, printers, network and other IT infrastructure.
• Support or CCTV, PABX & Call logging systems (3CX).
• Imaging and configuration of hardware devices as required.