IT Support Technician

Recruiter:

Lionheart Marketing

Job Ref:

ITSD2057

Date posted:

Sunday, June 12, 2022

Location:

Johannesburg, South Africa

Salary:

competitive salary, Bonuses

JOB SUMMARY:
IT Support Technician

JOB DESCRIPTION:

Duties & Responsibilities

The handling of the tickets assigned to you by your team lead and Level 1 - Helpdesk agent
Initial problem diagnosis of the case as well as next-steps
Identify and discuss root cause of user technical issues
Correctly follow the processes and procedures set out for your team
Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues
Respond to assigned tickets/tasks in accordance with Service Level Agreement guidelines
Update technical support documentation when required

You will be expected to:

Have the ability to troubleshoot network, software and operating system issues in a distributed software environment
Have experience in customer facing Technical Support
Drive cases to resolution, while maintaining excellent communication with the customer
Ensure that regular, accurate case notes are added to tickets
Utilize ticket management systems such as ConnectWise
Escalate relevant cases through the correct escalation paths
Pass on any feedback or suggestions by customers to the appropriate internal team
Follow all company policies and best practices such as accurate time tracking

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