ICT DESKTOP SUPPORT TECHNICIAN

SUMMARY:
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POSITION INFO:

ICT Desktop Support Technician required for a reputable manufacturing company based in Stutterheim , Eastern Cape 

Requirements:

• CompTIA A+, N+
• MTA Windows Operating System Fundamentals; and
• MTA Windows Server Administration Fundamentals; and
• MTA Networking Fundamentals; and or
• MCSA Windows Server Administration (MCSE or Diploma in Information Systems. (Will be Advantageous)
• The individual needs to be neat and organised;
• The individual needs to be self-motivated;
• The individual needs to be willing to work over-time;
• Have a sound understanding of diagnostics and proven ability to troubleshoot hardware and application software issues;
• Be able to research, scope and provide recommendations on Hardware;
• Be able to troubleshoot and provide diagnostics for network related issues;
• Good attention to detail and ability to show initiative;
• Ability to prioritise, manage and perform under pressure to meet SLA’s;
• Excellent knowledge of Customer Service best practice;
• Willing to work flexibly and with enthusiasm;
• Have sound knowledge of Microsoft Windows Operating Systems, iOS and Android;
• Have sound knowledge of Microsoft Office Packages;
• Have sound knowledge of VOIP, PABX’s, IP Cameras and NVR’s;
• Have sound knowledge of Microsoft Domain environments, Microsoft Windows Server and Rolls, Microsoft Exchange; Active Directory, Group Policy, Azure Active Directory and O365

Responsibilities:

• Diagnose and resolve software and hardware issues, including operating systems (Windows, Android, iOS, etc.) across various applications.
• Assist users with ICT desktop-related incidents.
• Take ownership of issues by analyzing problems and implementing fixes to restore service to customers promptly.
• Accurately record, update, and document requests using the ICT service desk system.
• Install and configure new ICT equipment.
• Resolve incidents and upgrade various types of software and hardware.
• Maintain and resolve issues with printers, copiers, and scanners.
• Ensure daily effective backup and air-gapped backup procedures are carried out.
• Provide first-class customer service, treating all customers efficiently and appropriately.
• Be a highly motivated team player with the ability to adapt to changing priorities.
• Create, maintain, and publish support documentation to assist in the quick resolution of incidents and service requests, enabling users to become more self-sufficient.
• Exhibit flexibility in working on a rota basis and provide necessary cover when needed.
• Work in accordance with relevant legislation, policies, and procedures.
• Participate in the Annual Performance and Development Review Process.
• Attend training courses as identified and agreed upon for development.
• Adhere to Health and Safety regulations, taking reasonable care for the safety of oneself and others.
• Undertake Health and Safety training as required and participate in risk assessment procedures.
• Perform other necessary duties as needed without altering the nature or level of responsibility