Helpdesk / Technical Support

SUMMARY:
A leading digital company is seeking a Helpdesk/Technical Support professional based in Cape Town.

The role involves managing inbound and outbound technical calls, overseeing network management, serving as a Manage Engine System Administrator, handling ad hoc tasks, and assisting with cost estimation and finance-related matters.

POSITION INFO:
Duties and responsibilities: 
Manage inbound technical calls:

• Attend to all incoming technical calls on the the company technical help-desk within agreed service levels.
• Remotely investigate/troubleshoot system and network problems and diagnosing and solving hardware or software faults clients might have.
• Taking clients/field technicians through a series of actions telephonically, to help set up systems or resolve faults and issues.
• Accurately capture and update all client interactions in as much detail on applicable systems for future use and also for trend analysis use.
• Escalate priority issues and logging unresolved queries correctly to the appropriate resource for attention.
• Identify persistent and potential faults and suggest solutions.
• Offer alternative solutions where appropriate, keeping in mind the objective of resolving client issues.
• Work collaboratively with other members of the technical help-desk, scheduling, project management, regional managers and infrastructure architects to develop and deliver long-term solutions to meet user needs
• Establishing a good working relationship with customers and other service providers to ensure clients issue gets resolved.
• Increase 1st level or remote fixes at all times.

• Making outbound calls to priority 1 clients with offline venues/devices identified by the network offline list.
• Making outbound calls to specific clients as requested by network directors, regional managers and other senior management staff.
• Provide high service and quality standards to calls made outbound that applies to inbound calls.
• Provide feedback to relevant parties on conclusion of outbound calls to networks

• Manage, monitor and maintain assigned network venues. Establish contact with venues needing technical assistance that forms part of your assigned networks.
• Provide prompt initial communication and responses to all assigned networks and promptly address requests/incidents to ensure customer expectations are reached.
• Provide customer with regular communication regarding status of requests/installations including notification when repairs are complete, as well as customer validation that the repair is satisfactorily completed.
• Follow up with customers to ensure satisfaction was achieved.
• Ensure all networks checks are done timeously to ensure no unnecessary downtime is experienced by the client.
• Partner with other IT service providers the client might have to ensure resolution is reached.

• Manage, monitor and maintain Manage Engine reporting system.
• Setting up new users' accounts and profiles and dealing with password issues
• Provide relevant system reports on request.
• Support documentation to assist staff with system usage and requests for information and to provide staff training if required.
• Testing and evaluating new requirements for the system.
• Advise and assists the Head or Services, Media Services manager and Network Director in the day-to-day operation of the system as well as, participating in the planning, growth and development for the system.
• Communicate with system service provider to ensure system use is optimal and to learn new ways to customize system to address internal company needs.

• Adhoc duties as requested by Head of Department or CEO.

• Will be required to create quotes and send to client for approval and maintain 100% accuracy

• Matric
• 2 years’ experience in Information Technology Industry
• Training in networking and relevant Information Technology qualification
• Drivers Licence
• Verbal and written communication skills
• Background and experience in related field
• Able to adapt to operational changes
• Good Time management skills
• Customer service orientated
• Ability to solve problems
• Able to use initiative
• IT and Installation knowledge and experience