Senior Desktop Support Technician (Tier III)

SUMMARY:
Are you a highly skilled EUC (End User Computing) Technician with a passion for solving complex technical challenges? We're looking for a Tier III specialist to join our client's dynamic IT support team based in the heart of Durban. In this critical contract role, you'll provide advanced technical support to end users, focusing on deep-dive troubleshooting and resolution of complex issues. Your expertise will play a key role in enhancing the end-user experience, ensuring that technical problems are not only resolved efficiently but leave a lasting positive impression.

If you're ready to take your career to the next level with a high-impact role in a fast-paced environment, we want to hear from you.

POSITION INFO:
Minimum Requirements

Qualifications

• Matric coupled with an IT Diploma (NQF Level 5)
• ITIL Foundation or Higher
• CompTIA A+
• CompTIA N+
• Microsoft Certified Desktop Support Technician | Microsoft Certified Systems Engineer | Microsoft Certified IT Professional OR Equivalent
• Apple Certified Systems Administrator (ACMT)
• CCNA (advantageous)
• MS 365 Modern Desktop Administrator (advantageous)
• HDI Desktop Advance Support Technician (advantageous)

• Minimum of 5 years EUC technical support
• 3+ years IT experience with client, server and network service delivery
• Knowledge of Cisco Webex platform (1 - 2 years)
• Knowledge of Windows 10 and Windows 11
• Knowledge on the Cisco Webex platform (1 - 2 years)
• Knowledge of Imaging Tools
• Knowledge of Office 365, Anti-Virus and Malware Tools
• Network knowledge: Router configuration, Firewall configuration, Wireless configuration etc.
• Server knowledge: Windows server 2012 & 2016
• Ability to explain complex IT concepts in simple terms
• Good communication and collaboration skills

• Diagnose and resolve complex computer issues onsite, recommending and implementing solutions, including offsite repairs for remote users and provide escalated support for Tier II Technicians.
• Install, configure, maintain, monitor and troubleshoot end-user workstations, hardware, and software to meet service level requirements and develop and maintain high-quality images for team use.
• Contribute to testing, developing training materials, MOPs and SOPs for new products and services.
• Create and update FAQs, document solutions, and maintain knowledgebase and review and ensure quality of knowledgebase content and participate in training and development for team members.
• Collaborate with internal support teams or vendors, escalating issues as needed.
• Document and review best practices to improve processes.
• Analyse trouble ticket statistics to identify and resolve trends.
• Research end-user devices for standardisation and ensure timely issue resolution to meet SLA and XLA targets.